My Canon product is not working – What should I do?
In the first instance, check our Frequently Asked Questions website for tips, tricks and advice on your product to check whether it has a fault. You can also refer to the troubleshooting section in the User manual which can be found in our Download Centre.
If you can not find the answer to your question you can always contact our helpdesk for technical assistance or further advice.
Please note that there may be small differences to the repair process depending on your country of residence. For more specific information we would advise you to check the local Canon website support pages for your country of residence.
My Canon product needs to be repaired – What is the next step?
1) Please complete the repair form to send in with your product.
This provides us with all the information that we need to complete your repair as quickly as possible and enables us to keep you updated on its status. If you are unable to print out the form you can always send us a covering letter including your contact and product information and a clear description of the problem you are having with your product. Please refer to the repair form if you have any doubts as to which information is required.
2) Locate your nearest authorized service facility.
To find out where to send your product, please click here to locate your nearest authorized service facility.
3) Ensure that you include all necessary documentation.
If your product is still under warranty you will also need to send in a copy of your proof of purchase to claim a warranty repair.
4) Make sure that your product is securely packaged.
Make sure that your product is securely packaged to ensure that the risk of damage during transit to the repair facility is minimized. Canon accepts no liability for any loss or damage that occurs during transit and recommends that you insure the product against any potential loss or damage before you send it. Alternatively you can always take your product to the repair facility in person.
I have sent my product in for repair with all the necessary documents – What happens now?
Your product will be registered in our repair system once it has been received by our repair facility and an acknowledgement will be sent via post or e-mail so you know that it has been received.
If you have claimed a warranty repair our technicians will check the product and documentation that has been provided to ensure that they comply with the warranty terms and conditions. If the product or documentation does not meet our warranty terms and conditions you will be contacted and advised that we will provide an estimate of the cost of repair.
If you have forgotten to send in your documents you will be contacted to request that you forward them to us as soon as possible. Unfortunately we will be unable to process your repair whilst we are waiting for the documentation.
For chargeable repairs our technicians will, upon request, examine the product and provide a cost estimate before we repair your product. Please note that a nominal fee may apply if an estimate is requested but is later declined.
It will be clearly indicated on your estimate if your product falls under our fixed price repair scheme otherwise an estimate based on the required labour and spare parts will be provided.
Cost estimates may be accepted or declined by contacting the repair facility to notify them on how you wish them to proceed. Please refer to your cost estimate for contact details.
Once the repair has been completed your product will be dispatched to you. If you have chosen to collect your repaired product from the repair facility you will be notified that the repair has been completed and your product is ready for collection.
Please take the opportunity to contribute to the improvement of our customer service by following the link to our customer repair survey included on your dispatch note. Your opinions are always valued!
NB Canon is committed to protecting your privacy and any personal information supplied by you will be used only for the interaction you had with Canon. Your personal data is held on secure computer and manual files and shall not be processed for any other purposes.