TERMS OF SERVICE & REPAIR

These Terms of Service & Repair set out the specific terms and conditions applicable to the supply of any Services or Repairs for Canon products (“Products”) by the Canon Professional Service Centre (PSC) of Canon Deutschland GmbH to You. Please read these carefully before submitting any Service or Repair order to the PSC. By submitting an order, you are agreeing to these Terms of Service & Repair.

1. INFORMATION ABOUT US

Our Professional Service Centre (PSC) of Canon Deutschland GmbH (“Canon”, “we”, “our”, “us”) is registered in Germany under company number HRB 5511 Amtsgericht Krefeld. Our registered office is at Europark Fichtenhain A 10, 47807 Krefeld. Our VAT number is Ust-ID-Nr. DE120678391.

2. REQUESTING SERVICES & REPAIRS FROM CANON

2.1 The following steps are required to order a Service or Repair from Canon and create a contract between You and Us:

1. Follow steps to ‘Arrange a Repair’ or ‘Arrange a Service’ via our Support website
2. You place the order for your Service or Repair on the Canon Online Service & Repair form by clicking the “Submit” button at the end of the request process. You will be guided through the process of placing an order by a series of simple instructions on the website. Please note that your order for Service or Repair will not constitute a contract until it is handled and accepted by us. Please, note your Order number and date for future reference
3. Upon arrival at our Professional Service Centre, you will receive confirmation that we have received your Product(s)
4. Once your order has been processed and your Product(s) has been assessed, we will either immediately proceed with your request (subject to the clauses defined below) or where applicable contact you to request your approval to proceed (i.e. in the case of Time & Cost Quotations)
5. Order acceptance and the completion of the contract for the purchase of the Service & Repair takes place when we initiate the requested Service or Repairs unless we have notified you that we do not accept your order. The Terms of your contract will be stored by us and you will receive a copy in your order acknowledgement.

2.2 We may not accept orders for any of the following reasons:

1. The product(s) you requested Service or Repair for are no longer supported (i.e. Spare Parts no longer available).
2. Where there has been a breach of any of our Terms of Service & Repair or other applicable terms.
3. Where there is outstanding debt on your Account (if applicable).

2.3 In the event that Canon receives an order for Service & Repair without adequate (or partial) information and Canon is unable to contact you, where subsequently no contact is made by you and you do not collect your Product(s), Canon will be unable to return the Product(s) to you and reserves the right to dispose of them three (3) months after receipt.

3. SERVICE & REPAIR AVAILABILITY, DESCRIPTIONS & PRICING

3.1 We will inform you as soon as possible after receiving an order if, for any reason, the Service or Repair you have ordered is not available or are subject to any undue delay.

3.2 Orders for Service or Repair may be delayed when performed outside of the original country of purchase due to potential restricted availability of Spare Parts or local technical variation between models.

3.3 Canon may repair or replace Products with new or reconditioned parts or products of equivalent to new performance and reliability. Canon may also replace Products with equivalent models where the original has been discontinued. Reconditioned parts or Products will only be used if it is permissible to do so under the statutory law of a country where the repair is performed.

3.4 All prices are displayed in the local currency of our Professional Service Centre, inclusive of VAT and inclusive of any delivery charges unless expressly indicated otherwise. The price of any Services or Repairs may change from time to time, but changes will not affect any order we have already accepted.

3.5 We will normally verify the prices of our Services and Repairs listed on our site as part of our order-handling procedure so that, where a Service or Repair’s correct price is less than our stated price, we will charge the lower amount when requesting payment from you.

3.6 To the extent permitted by applicable law, we are under no obligation to provide the Service or Repair to you at the incorrect (lower) price, if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as an error in pricing.

4. CANON COMMERCIAL WARRANTY REPAIRS

4.1 For many Canon products, we offer voluntary Canon manufacturer’s Commercial Warranties, in addition to the statutory legal rights applicable to consumers. These Warranties are subject to full terms and conditions. Where applicable, the relevant Warranty information is provided with your Product or can be found via our Warranty Hub.

4.2 Warranty repairs will only be undertaken upon receipt of the applicable documentation required to validate warranty status, as outlined within the specific Canon Commercial Warranty terms and conditions which apply to your Product.

4.3 Where we receive an order for warranty repair, but the warranty is deemed to be void, we will notify you, indicating the nature of the defect, providing photographic evidence (where applicable) and (where a repair is possible) will offer either a Fixed Price Repair offer and/or a Time & Cost Quotation. Should you subsequently reject the Fixed Price Repair offer or Time & Cost Quotation, a rejection fee will not be charged.

4.4 Where we receive an order for warranty repair, but the warranty is deemed to be void due to obvious impact damage or misuse, should you subsequently reject the Time & Cost Quotation, a rejection fee will not be charged, however we may apply a return shipping fee.

4.5 Where we receive an order for warranty repair, but following technical diagnosis no fault is found, your Product(s) will be returned unrepaired, however, we may apply a return shipping fee.

4.6 When performing warranty repairs, we shall repair the Product(s) to the manufacturer’s specification.

5. CONSUMER STATUTORY RIGHTS AND WARRANTIES

Where you have purchased Product(s) as a consumer you also benefit from statutory legal rights under European Union (EU) and/or your national law covering the sale of goods that are defective or do not conform to specifications. These rights (including the right to repair, replacement or refund of the price in certain situations) apply to all consumers, however, the duration varies depending on your country of purchase. These rights apply to all goods you purchase from the seller of the products, and you may enforce these rights against them, irrespective of whether or not your goods are covered by any of our Canon commercial warranties. Your legal rights are not affected by anything in these terms or in any other way. If you wish to invoke your legal rights, please contact your seller.

For more information on consumer rights, please contact a local consumer advisory service.

6. FIXED PRICE SERVICES & CHARGEABLE REPAIRS

6.1 For many Canon products, we offer a range of Fixed Price Services & Chargeable Repairs (either Fixed Price Repair, Repair Limit or Time & Cost Quotation). These offerings are subject to additional specific terms & conditions set out in Clauses 7, 8, 9 & 10.

6.2 Following your order, Fixed Price Services and Chargeable Repairs (Fixed Price Repairs & Repair Limit only) will be undertaken once technical diagnosis has been performed and no exemption has been identified. In the case of Time & Cost Quotations, repairs will only be undertaken following your acceptance of the quotation we issue to you.

6.3 All Fixed Price Services quoted to you are inclusive of labour, standard delivery and VAT. Fixed Price Services do not include the cost of Spare Parts (except where specified in the Scope of the Service).

6.4 All Chargeable Repairs (either Fixed Price Repair, Repair Limit or Time & Cost Quotation) quoted to you are inclusive of spare parts, labour, standard delivery, and VAT.

6.5 When performing Chargeable Repairs (either Fixed Price Repair, Repair Limit or Time & Cost Quotation), we will endeavour to complete the repair as specified. However, we reserve the right to void the agreement, if subsequently we identify that the repair cannot be completed for any reason (i.e. spare parts are no longer available) and in the event this is necessary we will contact you and provide you with alternative options (where applicable).

6.6 Where we receive an order for Chargeable Repairs (either Fixed Price Repair, Repair Limit or Time & Cost Quotation), but following technical diagnosis no fault is found, your Product(s) will be returned unrepaired, however, we may apply a return shipping fee.

6.7 When performing Chargeable Repairs, Canon shall repair the Product(s) to the manufacturer’s specification.

6.8 Workmanship and materials used by Canon in Chargeable Repairs (either Fixed Price Repair, Repair Limit or Time & Cost Quotation) are guaranteed for six (6) months, from date of repair to be free from defects under normal use. Our obligation under such repair guarantee is limited to repairing the original defects for Repair Limit or Time & Cost Quotation, however, in the case of Fixed Price Repairs we extend this to cover any Electro/Mechanical failures.

6.9 The repair guarantee is void if any repairs are undertaken by unauthorised Service Centres, or if the equipment is misused, neglected, damaged or if any defect arises from battery leakage and liquid damage.

7. FIXED PRICE SERVICES

7.1 For many Canon products, we offer a range of Maintenance Services. For each of the Maintenance Service offerings, the Scope of Service (including Important Information) can be found on our Maintenance Services page and by submitting an order for a Maintenance Service, this acts as your authorisation for us to proceed with the Maintenance Service and no quotation will be provided. If a fault is identified with your product(s) during your requested Maintenance Service, we will contact you to either request a copy of your proof of purchase to validate your Canon Commercial warranty (if not already provided) or, if your product(s) is no longer covered by its Canon Commercial Warranty to discuss Chargeable repair options (i.e. Fixed Price Repair, Repair Limit or Time & Cost Quotation).

7.2 For many Canon products, we offer a range of Upgrade Services. For each of the unique Upgrade Service offerings, the Scope of Service (including Important Information) can be found on our Upgrade Services page and by submitting an order for an Upgrade Service, this acts as your authorisation for us to proceed with the Upgrade Service and no quotation will be provided. If a fault is identified with your product(s) during your requested Upgrade Service, we will contact you to either request a copy of your proof of purchase to validate your Canon Commercial warranty (if not already provided) or, if your product(s) is no longer covered by its Canon Commercial Warranty to discuss Chargeable repair options (i.e. Fixed Price Repair, Repair Limit or Time & Cost Quotation).

7.3 For selected Canon products, we offer a range of Express Services. For each of the unique Express Service offerings, the Scope of Service (including Important Information) can be found on our Express Services page and by submitting an order for an Express Service, this acts as your authorisation for us to proceed with the Express Service. As defined by the Scope of Service, if we are unable to meet the defined timeframe, the surcharges for these services will not be applied to your order.

8. FIXED PRICE REPAIR

8.1 For many Canon products, we offer Fixed Price Repairs (FPR) which applies to defects arising from either:

1. Normal wear and tear
2. Failure of components under normal operating conditions

8.2 Following your order, a Fixed Price Repair will be undertaken once technical diagnosis has been performed and no exemption has been identified. In the case of Fixed Price Repairs, we will void the offer if the defect is found to have been caused by any other circumstance, including for example (but not limited to):

1. Improper use, damage or defects caused by incorrect storage, excessive impact/shock/liquid damage or damage by foreign substances;
2. Excessive damage caused by incorrect voltage input;
3. Inadequate packaging of the product when returning it to an PSC;
4. Repairs, modifications, tampering carried out by repairers who are not authorised by Canon

8.3 Where we receive an order for Fixed Price Repair, but the FPR offer is deemed to be void, we will notify you, indicating the nature of the defect, providing photographic evidence and (where a repair is possible) will offer a Time & Cost Quotation. Should you subsequently reject the Time & Cost Quotation, a rejection fee will not be charged, however we may apply a return shipping fee.

8.4 Where we offer a Fixed Price Repair, but the FPR offer is rejected by you (or where no response is received after thirty (30) days), your product(s) will be returned unrepaired and we may apply a return shipping fee.

9. REPAIR LIMIT

9.1 For many Canon products, we offer you the ability to set a Repair Limit (i.e. maximum repair fee) rather than requesting a Time & Cost Quotation, however a minimum value applies (i.e. at least €200.00 inclusive of VAT.)

9.2 Where we receive an order with a specified Repair Limit, this acts as your authorisation for us to proceed with the repair and no quotation will be provided. If the repair can be completed for a fee lower than the specified Repair Limit, you will only be charged the lower amount.

9.3 Where we receive an order with a specified Repair Limit, if following technical diagnosis, we identify that the repair will exceed your limit we will provide you with a Time & Cost Quotation and await your approval to proceed. Should you subsequently reject the Time & Cost Quotation, a rejection fee will not be charged, however we may apply a return shipping fee.

10. TIME & COST QUOTATION

10.1 For many Canon products, we offer Time & Cost Quotation. Following your order, a technical diagnosis will be performed, and we will provide you with a quotation detailing the anticipated costs to repair your Product(s). We reserve the right to revise the quotation provided where necessary (i.e. where further damage/fault not reported is identified).

10.2 The Time & Cost Quotation provided to you is subject to a tolerance limit of ten (10) per cent (%) when the final repair cost is calculated. Should the final repair cost exceed the tolerance limit, we will contact you to discuss and/or provide an updated Time & Cost Quotation and will await your approval to proceed.

10.3 Where we offer a Time & Cost Quotation, the offer is valid for thirty (30) days) after the date the quotation is issued.

10.4 Where we receive an order for Time & Cost Quotation, following receipt of the quotation you cannot revert to the Fixed Price Repair offer (should one be available at a lower cost.)

10.5 Where we offer a Time & Cost Quotation, but the offer is rejected by you, a rejection fee of €35.70 inclusive of VAT will be applied to cover our incurred costs (i.e. examination and reassembly of your Product(s). We shall endeavour to reassemble your product(s) to the condition in which they were received but shall not be liable to you for any loss or damage whatsoever resulting from failure to do so. The rejection fee charged will be determined as follows:

1. (i) If the Time & Cost Quotation covers multiple products (i.e. a Camera and a Lens) and the total quotation is rejected by you, we will charge you only a single quotation rejection fee (as per amount stipulated in Clause 10.5)
2. (ii) if the Time & Cost Quotation covers multiple products (i.e. a Camera and a Lens) and the quotation is partially rejected by you (i.e. you reject the quotation for one (1) of the products) , we will not charge you a quotation rejection fee.

10.6 Where we offer a Time & Cost Quotation, but the offer is rejected by you (or where no response is received after thirty (30) days), your product(s) will be returned unrepaired, you will be charged the rejection fee (if applicable) and we may apply a return shipping fee.

10.7 Where we offer a Time & Cost Quotation, but the offer is rejected by you and you request us to scrap the product(s) on your behalf, your product(s) will be scrapped by us and we will not charge you a rejection fee or a return shipping fee.

11. PAYMENT

11.1 Following completion of your Service or Repair order, we will notify you that payment is required prior to dispatch of your Product(s) or upon collection (if applicable), unless you have an account with us and we have agreed alternative payment terms in writing.

11.2 We accept payment via our Canon Online Service & Repair portal, or by Bank Transfer to Deutsche Bank AG, or by Bank Cheque made out to Canon Deutschland GmbH. Alternatively, in the case of collection from our location we accept payment by cash, bank card (Visa or Mastercard) or cheque (presentation of Identity document will be required).

11.3 For Account customers, payment must be made within the defined period (i.e. within thirty (30) days of Invoice Date) we have agreed in writing with you. In case of late payment, we have the right to impose an interest charge and/or a fixed compensation fee for recovery costs as per our agreement with you. In addition, we reserve the right to claim damages as a result of late or non-payment.

11.4 Following notification from us to you that payment is required, in the event of your refusal to pay within three (3) months of notification, a readmission right shall apply to us that gives us the right to sell the Product(s) to offset the costs we have incurred on your behalf.

12. RIGHT OF RETENTION, OFFSETTING & ASSIGNMENT

12.1 The assertion of a right of retention, which results from the same Legal relationship, but not the same contractual relationship with us is excluded.

12.2 Offsetting against any counterclaims by you (our contractual partner) is excluded if these counterclaims have not been legally established or are undisputed.

12.3 Your claims cannot be transferred to third parties without the written consent of Canon

13. YOUR INFORMATION

13.1 We process information about you in accordance with our Consumer Privacy Policy or Business Privacy Policy.

13.2 We will take all reasonable care to keep the details of your request and payment (if applicable) secure. Please note, however, that we cannot be held liable for any loss you may suffer if a third party not engaged by us procures unauthorised access to any data you provide when accessing or requesting Service & Repairs from the website, in the absence of negligence on our part.

14. OUR LIABILITY TO YOU

14.1 We will endeavour to ensure the safety of your Product(s) whilst in our possession. However, whilst every effort will be made to return your Product(s) and any recordable media or accessories, we cannot accept any liability, nor pay any compensation, for loss of any recordable media.

14.2 We cannot be held responsible for any damage or loss caused to your product(s) being shipped to us for a Service or Repair request, or where we are shipping back to you following completion of the Service or Repair request, other than that caused by our proven negligence. In the event of transport damage or loss, the delivery courier shall be required to investigate the damage or loss. We exclude any liability for any indirect or consequential loss, damage or expense.

14.3 Upon receipt of your product(s) following Service or Repair, you must verify all items have been returned and confirm conditions of the product(s). We consider the failure to notify us immediately of any problems that you have verified the product(s) or item(s) to have all been received and in good condition.

14.4 The maximum loss or damage we will be responsible for under these Terms of Service & Repair is limited to the replacement value of the product being transported by our delivery courier (in the case of damage or loss) and the price you have paid us for the Service & Repair (if applicable) to which the loss or damage you suffer relates.

14.5 We do not in any way exclude or limit our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation and gross negligence; (c) any breach of any terms implied by statute and we do not in any way exclude or limit our liability further than permitted by applicable law.

Nothing contained in this clause or elsewhere in these Terms of Service & Repair limits or negatively affects your statutory rights. For information on consumer rights, you can contact a local consumer advisory service.

15. EVENTS OUTSIDE OUR CONTROL

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms of Service & Repair which cannot be attributed to us under these Terms of Service & Repair, other applicable terms and conditions or applicable law, including but not limited to events outside our reasonable control including acts of god, fire, flood, severe weather, explosions, war (whether declared or not), acts of terrorism, industrial disputes (whether or not involving our employees), or acts of local or central Government or of any other competent authorities, as well as other force majeure events pursuant to applicable law.

16. DISPUTE RESOLUTION

16.1 If you have a dispute with us relating to our contract with you, in the first instance please contact us by email at reparaturinfo@canon.de and attempt to resolve the dispute with us. You can also write to us at: Canon Deutschland GmbH, Professional Service Center, Europark Fichtenhain A 10, 47807 Krefeld, Deutschland.

16.2 If we have a dispute with you relating to our contract, we will also seek to contact you directly in order to resolve the matter. We will use contact details you have provided in the relevant order or in any associated account you have registered with us.

16.3 In the unlikely event we are not able to resolve a dispute, we will discuss with you an effective way of independently resolving the dispute. This does not affect your rights to bring any dispute to the relevant local consumer protection body or/and the appropriate court in any way.

17. UPDATES & AMENDS TO THESE TERMS OF SERVICE & REPAIR

17.1 We may modify or update these terms and conditions from time.

17.2 The current version of the terms and conditions of service and repair displayed and available on our site at the time the Service and Repair request is submitted will be the version that apply to the contract between us.

18. APPLICABLE LAW AND JURISDICTION

18.1 These Terms of Service & Repair are governed by German law. This means that a Contract for the purchase of Services or Repairs made with us and any dispute or claim arising out of or in connection with it will be governed by German law. If you are contracting as a consumer, the law of your country of residence will govern the above.

18.2 You and we both agree that the courts of Germany will have non-exclusive jurisdiction. If you are contracting as a consumer, you are entitled to bring proceedings before the courts of your domicile, in your country of residence, as applicable.

19. OTHER TERMS

19.1 These Terms of Service & Repair set out the written terms of your contract with us for the purchase of Services or Repairs. If any paragraph or part of these Terms of Service & Repair is found to be unlawful, invalid or is unenforceable, it shall not affect any other part of the Terms of Service & Repair which will shall remain in full force and shall still apply to our contract.

19.2 Any contract made between you and us is only made between you and us. No third party will have any rights to enforce any of its terms.

19.3 We may subcontract or transfer our rights and obligations under our contract with you to another organisation. We will notify you if this happens if required by applicable law, but this will not affect your rights or our obligations under the contract.

20. CONTACT US

If you have any questions or queries about the Canon Online Service & Repair portal, or your purchase of Services or Repairs, please send us an email at reparaturinfo@canon.de or call our Customer Service team on +49 (0)2151 345 222. Our Customer Service is here to help.

TERMS UPDATED: 11 April 2024