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Repair Process

My Canon product is not working – What should I do?

In the first instance, we suggest that you refer to our consumer products support area which contains information that may be useful in helping you resolve your issue. After selecting your product, you will have access to frequently asked questions, user manuals, drivers, software and firmware downloads. There will also be other information that may be useful to you including how to contact a Canon Authorised Service Facility for telephone and email support.

In the event that you are unable to resolve your issue via these avenues and a product repair is necessary, please follow the process below. As there may be small local differences in the specific process per country, please check the support pages for your country of residence via our country selector.

My Canon Product needs to be repaired – what are the next steps?

1 - Locate your nearest Canon Authorised Service Facility

Please use our repair centre locator tool to find the details of your nearest Canon Authorised Service Facility (ASF). All Canon ASFs are independent third party organisations and, as such, operate within their own terms of service (including fees/charges, turnaround times etc…). As these terms may vary, please contact the relevant ASF for further details, prior to sending an item for repair.

2 - Please print and complete the standard Canon repair form to return with your product

This form will provide your chosen repair facility with all of the information required to investigate the issue with your product, to repair it if required, and to update you on the status of your repair. If you are unable to print the form, please confirm the same information in a letter which you should send with your product.

3 - Ensure that you include all necessary information with the product being returned

If you are claiming a warranty repair, it is necessary to also include a dated proof of purchase for your product. Canon ASFs cannot provide warranty repairs without receipt of any applicable supporting documentation.

4 - Ensure that the product is securely packaged for transit

By sending an item to a Canon ASF, you are not entering into an agreement with Canon, therefore Canon will accept no liability for any loss or damage that occurs during transit. We recommend that your product is safely and securely packaged. Depending on the value of the product, you may also wish to consider insuring the shipment.
Please note that it is always possible for you to take a product in person to a Canon ASF.

Once I have sent my product in for repair, what happens next?

The processes, fees, turnaround times etc… for Canon ASFs will vary. For full details, please contact your selected Canon ASF directly, prior to sending your product for repair.

PLEASE NOTE: The above information is provided for customer advice only and does not constitute an agreement of any kind between Canon and the customer. The specific terms and conditions of the Canon RCC or ASF will take precedence over all information provided on this page.

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Repair Service FAQs

Please find a list of FAQ’s that can assist you if your product is in need of a repair.

Please note this information is only for Consumer Products Repair.

Q: How much will the repair cost?

A: Without a technical examination it is impossible to answer this question, please send your product to an Authorised Service Facility for inspection. Each repair centre will have their own independent repair prices.

Q: My product has developed a fault shortly after purchase, what are my options?

A: Canon will only repair your product under the terms and conditions of your warranty; alternatively you should contact your retailer for further assistance.

Q: My product is faulty, what are my options?

A: Canon provides a parts and labour warranty for 12 months from the date of purchase of your product. You will require proof of purchase to make a claim under your warranty. This does not affect your statutory rights as a consumer; alternatively please contact your retailer.

Repairs are chargeable outside the manufacturer warranty period; please contact an authorised repair centre for further assistance. Each repair centre will have their own independent repair prices. All repairs are subject to the terms and conditions of your warranty.

Q: If my product is faulty, can it be exchanged under warranty?

A: Canon will only repair your product under the terms and conditions of your warranty. Please view the warranty terms and conditions page for more information.

Q: Can I hand in my product personally to the Authorised Service Facility?

A: If you would like to deliver your product yourself, please contact an appropriate Authorised Service Facility directly for their opening times. We generally recommend your product is sent to us by a delivery agent (for example, The Royal Mail).

Q: Who do I contact for a repair status?

A: Please contact the Authorised Service Facility that you returned your product to for repair.

Q: I have an extended warranty called "MasterCare/ What Ever Happens" how do I obtain service under this scheme?

A: MasterCare/ What Ever Happens warranties are not issued by Canon. Refer to your retailer for information on contacting MasterCare directly.

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Repair Form

Before you send your unit into one of the Canon Authorised Service Facilities (ASF), please complete this form
and send it together with your product. The details will enable your chosen ASF to process your repair as quickly
as possible. Individual ASF repair processes & any applicable fees will vary. For full details regarding a specific ASFs repair
requirements, along with any applicable terms & conditions, please contact your selected ASF directly, prior to
sending your product.

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