Product Service & Repair

In the first instance, we suggest that you refer to our Product Support 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.

Alternatively, you can arrange a repair for your product by following the process shown below.

1 - Locate your nearest Canon Authorised Service Partner

Please use our Canon Service Centre locator to find the details of your nearest Canon Authorised Service Partner.

All Canon Authorised Service Partners are independent organisations and, as such, operate within their own terms of service (including fees/charges, turnaround times etc…). Please contact the relevant Canon Authorised Service Partner for further details, prior to sending an item for service or repair.

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

This form will provide your chosen Canon Authorised Service Partner 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 request. 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 the product is securely packaged for transit

By sending an item to a Canon Authorised Service Partner, 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. Please refer to your User Manual for shipping instructions, as failure to do so may cause further damage during transit. Depending on the value of the product, you may also wish to consider insuring the shipment. You also have the option to take your product(s) in person to a Canon Authorised Service Partner.

4 - Once I have sent my product for a service or repair, what happens next?

Canon Authorised Service Partners are independent organisations and therefore operate with their own terms & conditions and processes. Therefore, you may wish to contact them, prior to sending any products for repair, to discuss their applicable procedures

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 Authorised Service Partner will take precedence over all information provided on this page.

In the event that you would like a service for your Canon product, Canon Professional Service Centres are able to offer you a range of fixed price service options depending on your product(s):

• Maintenance Services: You can find information on our maintenance page
• Upgrade Services: You can find information on our upgrades page
• Express Services: You can find information on our express services page

Our Canon Authorised Service Partners may offer similar or equivalent Services. Please contact the relevant Authorised Service Partner directly for further details.

In the event that your Canon product develops a fault, we provide a network of independent Canon Authorised Service Partners, who are fully trained to repair your product to the original Canon specifications.

You can arrange a repair for your product by using our Canon Service Centre locator to find the details of your nearest Canon Authorised Service Partner.

All Canon Authorised Service Partners can accept repairs either via post / courier delivery or in person.

Where your product is covered by a Canon Commercial Warranty offering, any repairs performed will be free of charge to you (subject to the applicable Canon warranty’s terms & conditions). Where your product is not covered by a Canon Commercial warranty offering, any repairs performed will be on a chargeable basis.

Alternatively, as a consumer, you benefit from statutory legal rights covering the sale of goods and you may wish to contact the seller who you purchased your product from to discuss any support options that they may be able to provide.

In the event that your Canon Commercial Warranty period has expired or the nature of the fault is not covered by it, Canon Authorised Service Partners can also offer you a Chargeable repair. However, the exact Chargeable repair options available to you may differ and will be subject to the Canon Authorised Service Partners terms and conditions.

The applicable method of repair for your product will be determined at the sole discretion of the Canon Authorised Service Partners.

Alternatively, you may wish to contact the seller who you purchased your product from to discuss any support options that they may be able to provide.

In general, unless you feel there is a connection between the fault and the applicable Canon accessory it is usually best to retain any accessories and only send in the faulty product for repair.

Please ensure that your product is safely and securely packaged and refer to your User Manual for specific shipping instructions, as failure to do so may cause further damage during transit.

We recommend taking the following steps for Printers:

• Turn off your printer by pressing on/off button to secure the printhead in the correct position
• Unplug all cables and wrap them separately in a plastic bag.
• Remove any paper from the printer and close its paper trays.
• Secure the trays in place with a few pieces of tape.
• Ink cartridges (even if empty) must be left inside printers (as failure to do so risks damage to the printhead and will invalidate any Canon commercial warranty)
• Pack the printer in its original packaging if you still have it, ensuring you cushion the printer with bubble wrap or paper to prevent it from moving within the box and secure it with tape.
• Alternatively, if the original packaging is no longer available, place the printer into a double wall (thick) box and cushion with bubble wrap or paper until it is secure and not moving in the box.
• Place your ‘Order Summary’ in the box with the product.
• Secure the box with strong tape. Double tape the top and bottom of the package for extra support.

We recommend taking the following steps for Photo and Video products:

• Prior to packaging, please save any settings (if applicable), as your product may need to be reset to the default factory settings during repair.
• Remove accessories such as batteries, memory cards, battery chargers, cables (unless related to the product fault).
• Ensure that you place your body/lens cap onto your product and always package your photo/video bodies & lenses separately (i.e. not attached) to protect them during transport and note that we will not supply a new body/lens free of charge following completion of your repair/service.
• Pack the product in its original packaging if you still have it, ensuring you cushion the product with bubble wrap or paper to prevent it from moving within the box and secure it with tape.
• Alternatively, if the original packaging is no longer available, place the product into a double wall (thick) box and cushion with bubble wrap or paper until it is secure and not moving in the box.
• Place your ‘Order Summary’ in the box with the product.
• Secure the box with strong tape. Double tape the top and bottom of the package for extra support.

Please contact your chosen Canon Authorised Service Partner directly for a status update.

In the unlikely event that you still experience an issue following the completion of your repair, please contact your chosen Canon Authorised Service Partner to discuss options that are available to you.

All Canon Authorised Service Partners are independent organisations and as such, operate within their own terms of service (including repair guarantees). Please contact your chosen Canon Authorised Service Partner directly to discuss their specific terms and conditions further.

We are committed to ensuring sustainable support is available for our products for as long as possible. Once a product is removed from sale by Canon, we endeavour to ensure spare parts are available for the following periods:

Where it is not possible for us to obtain a required spare part during this period, we will ensure that an alternative solution is provided to our customers.