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Help & FAQ
Q. When will I receive my cash back payment?
A. Once received, your cash back application will be processed by Canon to ensure that we have all of the necessary information to validate your claim and arrange payment. We endeavour to make payments within 28 days of the validation of your claim – this is not within 28 days of your registration and Canon cannot be held responsible for any retailers / sellers incorrectly advising customers that payments are made within 28 days of the date of purchase. Missing or incorrect information risks delaying the validation and payment so please check that you have provided all of the necessary correct information.
Q: How will I know if my claim is delayed due to incorrect or missing information?
A. Upon having successfully registered online for a Canon cash back promotion, you will be sent by email a confirmation of your application containing both your reference number and personalised log-in details for a website on which you can check the status of your claim and its progress to payment. In the event that you have registered any incorrect information, this will reflect on that site and you will also be sent an email informing you of the information still required. The quickest way for you to provide us with any missing information is by logging in to that website and updating your details.
Q: What formats can be used for uploading documents as part of the registration process and are there any size restrictions?
A. Please note your file should not be larger than 4 MB. You can upload the common standard JPG, TIF and PDF formats only.
Q: How will I know when payment will be made?
A. Once your claim has been successfully validated we will begin the payment process and you will receive an email informing you of the expected date by which the payment will be transferred to the bank account details you have provided.
Q: How will the payment reflect on my bank account?
A. Please note that cash back promotion payments will be made in the name of Sales Promotions, so your bank details will most likely reflect that name and not Canon.
Q: I paid for my product by credit card so why can my payment not simply be refunded back onto that same credit card?
A. Canon cash back payments can currently only be made by bank transfer from our bank to the personal bank account details that you have provided at the time of registration.
Q: What do I do if any of my registered account details have changed since my initial registration for a Canon cash back promotion and I wish to update them?
A. You can update your bank details at any time via the Customer Online tracking System, using the log in details provided to you. This is the most secure way to update these. Please note, that if it is close to your payment due date you should also contact us by phone to inform us you will be updating these, so the payment does not go on the old account details on file.
Q: How can you assure me that it is safe for me to enter my bank account details on-line as part of a Canon cash back promotion?
Our website is protected with Rapid SSL. Secure Sockets Layer (SSL) is a protocol for enabling data encryption on the Internet. It is most commonly used to protect communications between web browsers and servers. When your web browser connects to a secure site it retrieves the site's SSL certificate and checks that it has not expired, that it has been issued by a Certificate Authority the browser trusts and that it is being used by the web site for which it has been issued.
Q: Is it possible for me to apply for this promotion by post instead of on-line?
The option to apply for this promotion is online only. If you are experiencing any difficulties, please call 2148 8800.
Q: I have ordered a Canon product within the dates specified for the promotion but it will not arrive / be delivered by the retailer until after the valid promotional dates have passed – can I still apply for this cash back promotion?
Please keep the order confirmation you have (which will be in the promotional dates) and send together with your Invoice when you fill in the application. There is a grace period of one month, after the last purchase date allowed, so you would be able to supply your documents.
Q: Do I have to live in Malta or Gozo to participate in this particular cash back promotion?
You need to be resident in Malta. A. So if your current address is outside of Malta or Gozo, however you are resident in these countries and hold a valid bank account there, you can still apply. Please note the product needs to be purchased in Malta or Gozo as well, from the list of authorised dealers.
Q: I have noticed that some other Canon countries are holding different promotions for different products – why does Canon offer different promotions on different products in different countries?
A. Sometime other countries run different Canon promotions as they may be better suited to their own local customers or markets.
Q: I was unaware of this promotion and I purchased a product a few weeks before / after the specified promotion dates. Can Canon make an exception and authorise a cash back for my purchase?
We apologise that you have had this experience; however you can apply for the promotion only if your product is purchased within the dates stipulated in the Terms and Conditions.
Q: What is considered to be an acceptable proof of purchase?
A. For in-store purchases Canon requires a copy of your receipt showing payment and the necessary product serial number information. This must include the name of the supplier and the date of the purchase. For online purchases Canon requires a copy of your order confirmation and the necessary product serial number information. This must include the name of the supplier and the date of the purchase.
Q. What transactions/products are excluded from this cash back?
A. Full details regarding which products are eligible for each promotion are provided on our website or promotional leaflet provided. Any specific product exclusions are also detailed in the promotional Terms & Conditions that are also available online. In general, the following exclusions apply: 1: Non-promotional products – ie. products that are not specifically mentioned as eligible products under the Terms & Conditions. 2: Products that have been purchased outside of the advertised designated promotional sales period window 3: Products bought from anywhere (both retailer and e-tailer) not specified in the list of outlets in our terms & conditions. 4: Second-hand, refurbished or reconditioned products, or products which are counterfeit or infringe the intellectual property rights of the Canon group of companies in anyway (for example, including but not limited to parallel or “grey” import products). Read More on Grey Market/Parallel-Import Products 5. This promotion cannot be redeemed in conjunction with any other promotion.
Q. Where can I locate my product’s serial number?
A. The exact positioning of Canon serial numbers can differ from product to product. Please consult the following useful link to determine the general positioning of Canons serial codes for your specific product . In general Canon serial numbers will be listed both on the product itself and also on the accompanying product box. Please DO NOT confuse the serial number with the EAN/Barcode shown here: EAN/Barcode - NOT the product serial number The above photo represents the EAN/Barcode, which usually resides on the side of the product box, this is NOT the product serial number that you are required to submit to validate your claim.
Q. Why can’t I log onto the website to track the progress of my claim?
A. Please note the login is case sensitive so please ensure you type it in exactly (with upper/lower case) as you have received it. If you continue to experience problems logging in then please email us at firstname.lastname@example.org
Q. I am experiencing problems when trying to register for this promotion online:
A. In some instances this is down to the device you are trying to access the website from i.e. a mobile/smart phone, apple mac, other device etc. rather than a fault with the website itself. You will need to consult the manufacturer of the product you are using for advice in these instances or to retry your registration from another device / computer.
Submit Your Claim
You can submit your cashback claim online. Canon will endeavour to settle all cashback claims within 28 days of receipt of a valid claim.SUBMIT YOUR CLAIM
Terms & Conditions
Please note that the Cashback and 3 year warranty is goverened by a series of terms and conditions. Please take the time to read these and note the specific seller exclusions.Terms & Conditions [PDF]