Service and repair form
CANON AUSTRALIA PTY LTD - REPAIR SERVICES TERMS
1. Australian Consumer Law
1.1 Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
1.2 The customer acknowledges that due to the nature of the services and the goods, repairs made to the goods may result in loss of any data. It is the customer's responsibility to save or back up data prior to repair.
1.3 In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
2. Jurisdiction
2.1 These terms are governed by the laws of New South Wales and each party agrees to submit to the non-exclusive jurisdiction of the courts of New South Wales.
3. Timing
3.1 Canon will use its best endeavours to perform the services by the date notified to the customer. In some circumstances, delivery of the services may be affected by factors out of its control, such as parts availability.
4. Payment
4.1 Canon will issue an invoice to the customer for any services carried out. Canon is not obliged to release or send the goods until after the customer has paid any such outstanding amounts.
4.2 All chargeable services (including the provision of spare parts and other material) will be paid for by the customer at Canon's current rates (including GST). Additional including quote rejection fees and costs, where notified by Canon, may also be payable by the customer.
4.3 Any amount payable by the customer for the services must be paid:
(a) prior to the goods being returned to, or collected by the customer; or
(b) within any approved trading terms between Canon and the customer.
5. Transportation of goods
5.1 Unless otherwise specified in the product warranty or agreed between the parties and subject to applicable law, customer is responsible for arranging delivery of the goods to Canon for the services, at customer's expense.
5.2 Upon completion of the services, Canon will return the goods to the customer at the customer's expense except where:
(a) goods are collected by the customer; or
(b) costs are required to be under Canon's expense under the terms of a product warranty or applicable law.
5.3 If the goods are lost or are significantly damaged during transit in delivery back to the customer, Canon shall repair the goods at Canon's expense. The customer must notify Canon immediately upon receipt if the goods are lost or significantly damaged.
5.4 If Canon is unable to repair the goods as required in clause 5.3, Canon will replace the good with new goods that are the same or similar (as reasonably determined by Canon) to the goods.
6. Repairs
6.1 Canon warrants it has exercised due care and skill when providing the service and has taken all necessary care to avoid loss or damage.
6.2 Canon warrants for a period of 6 months from the date of invoice, the goods will be free from defect in workmanship under normal use and service.
6.3 In the event of faulty workmanship, Canon limits its liability, to the maximum extent permitted by law and subject to clause 1.1, to performing the services again.
7. Disposal of Uncollected goods
7.1 In the event customer fails to pay for and/or collect the goods within four months from the date of invoice, Canon may at its absolute discretion dispose of the goods by such means as it considers appropriate, including (but not limited to) private sale, auction, gift or destruction.
7.2 Canon is not obliged to account for any sale or proceeds to the customer.
8. Limitation of Liability
8.1 Where services are not for goods ordinarily acquired for personal, domestic or household use or consumption and fail to comply with a consumer guarantee under the Australian Consumer Law, Canon limits its liability to the remedy set out in clause 6.3. All other potential liabilities are expressly excluded.
9. Collection of Personal Information
9.1 Canon collects personal information, phone numbers and email addresses in connection with the supply of the services. Canon may also disclose such personal information to third party service providers, such as technology providers for this purpose. Personal information collected in connection with the services will be managed in accordance with its Privacy Policy (available at www.canon.com.au/Privacy-Policy), which contains information about access, correction and complaint processes.
When sending your product to Canon via mail or courier, please follow these instructions:
1. Complete the repair form online and print it.
2. To prevent your product from being damaged in transit, please ensure that you securely pack your equipment. We suggest you use a strong cardboard box with appropriate packing material for proper protection. Do not send equipment in an envelope.
3. Include the printed form and any applicable warranty documentation in the box.
4. If you do not have access to a printer to print the form, you can send a hand-written note. Please ensure that you include the submission reference number from the online form along with your name and phone number. The hand-written note should then be included in the box alongside the product.
5. Given the value of your product, choose a freight provider or courier that requires a signature upon delivery and offers adequate transit insurance. Canon is not responsible for parcels lost or damaged in transit.
6. Ship your package to:
Via Post:
Canon Camera Repairs
PO BOX 343
North Ryde NSW 1670
**Via Courier:
Canon Camera Repairs
Building A
The Park Estate
5 Talavera Road
Macquarie Park NSW 2113
** Please note this address is not a customer facing premises.
7. You will receive a Goods Received Document in the post or via email (dependent on the details provided). Please check the accuracy of the information supplied and advise us immediately of any changes.
8. Our standard repair process time is approximately 15 business days, dependent on the spare part availability. Whilst we will do our best to accommodate urgent requests, this may not always be possible.
Depending on a number of factors including but not limited to nature of the issue, age of your device, and purchase origin there may be a $50 book - in / assessment fee which will need to be paid before your device is returned. This excludes the cost of return shipping (where applicable) of $33.00 including GST. If the issue is covered by a Canon Australia Warranty or Canon Australia Care Pack – then book - in / assessment fees and repair costs will not apply.
If shipping of batteries to Canon is unavoidable, please ensure that the terminals of each battery is protected from short circuit by either; enclosing them in their original retail packaging, securing them inside separate plastic bags, taping the terminals over or inserting them inside the unit that they were designed to be used with (e.g. Camera). Please refer to your shipping company for detailed packaging instructions & requirements. Please do not ship any damaged batteries or damaged packages containing batteries.
We recommend that any products requiring repair should be sent direct to Sydney. However, we can accept walk-in customers at our South Melbourne facility. The Service & Repair team in Melbourne will advise if the product can be repaired. If so, this will be sent to Sydney on the customer’s behalf.
95 Buckhurst Street
South Melbourne VIC 3205