Find out everything you need to know about sending your product in for repair. This includes locating a repair centre, the steps to follow to arrange a repair and a selection of FAQ’s to help answer any queries that you may have.
During these exceptional times safeguarding the welfare of our customers and employees is our top priority and that involves adapting our way of working in some areas. We are doing everything possible to anticipate, prepare for and minimise any potential disruption.
With this in mind, Canon Service & Repair Centres are operating with reduced staffing levels and other employees are working remotely during this time to limit the risk of infection. At this time, the Canon UK Service & Repair Centre continues to accept repairs received via courier delivery but our customer reception is closed. There may be a delay in repair times and we do not yet know when we will be able to resume our normal service levels.
Our Canon Authorised Service Partners are also facing similar challenges, so prior to sending in your product for repair we recommend you contact them in advance.
With this in mind, please consider if your repair is urgent as some courier services may also be impacted. We apologise for any inconvenience caused and thank you for your understanding and support, as we continue to review and address the situation. If you need assistance, calls & emails will continue to be handled as usual so please contact us. We will update you as the situation develops.
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 Canon or 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.
1 - Locate your nearest Canon Regional Competence Centre or Canon Authorised Service Facility
Please use our repair centre locator tool to find the details of your nearest Canon Regional Competence Centre (RCC) or 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 to those used by the Canon RCCs, 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 RCCs and 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 RCC or 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 RCC or ASF.
Where a product has been sent to a Canon RCC:
Your product will be registered onto our repair system and an acknowledgement message will be sent to you to confirm receipt.
If you are claiming a warranty repair for your product, an initial investigation of the product and supporting documentation will take place in order to confirm that the warranty applies. If a warranty repair applies, your product will enter our standard repair process and, upon completion, the product will be dispatched to you or made available for collection.
If for any reason it is determined that a warranty repair is not applicable, you will be informed of this accordingly and a cost estimate (based on the estimated cost of any required spare parts and labour) will be provided. You will then have the opportunity to agree to this estimate, prior to any chargeable repair work commencing. If this estimate is rejected then, under certain circumstances, a handling fee may be applied. Please check with your chosen Canon RCC for further details, prior to sending your product for repair. Additionally, selected products may fall under our ‘fixed price repair scheme’. If applicable, and the fixed price offer is rejected, a charge to cover return shipping may be applied.
Where a product has been sent to a Canon ASF:
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.
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.
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.