FAQs
PAYMENT:
Q. When will I receive my cashback payment?
We aim to make payments within 2-3 weeks of the e-mail confirming the validation of your claim – this is not within 28 days of your registration. Once received, cashback applications need to be processed by Canon to ensure that we have all the necessary information to validate your claim and arrange payment. Missing or incorrect information risks delaying the validation and payment so please check that you have provided all the necessary correct information.
NOTE: it can take between 3 – 5 days for some banks to process the payment and for it to show on your statement.
We want this process to be as smooth as possible, but Canon cannot be held responsible for any retailers / sellers incorrectly advising customers that payments are made within 2-3 weeks of the date of purchase.
Please note you can check your claim here anytime by logging into your account and using your unique claim reference number (this is on the top right of the confirmation email sent to you which you would have received when you submitted your claim).
Q. How will I know if my claim is delayed due to incorrect or missing information?
Upon having successfully registered online for a Canon cashback promotion, you will be sent by email a confirmation of your application containing both your reference number and personalized log- in details for a website on which you can check the status of your claim and its progress to payment.
If 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.
You can quickly check the status of your claim here by logging into your account and using your unique claim reference number (this is on the top right of the confirmation email sent to you which you would have received when you submitted your claim).
If you are experiencing difficulties providing the information via the website you may drop us an e-mail at cashback@claim-lookup.com.
Q. . How will the payment reflect on my bank account?
Cashback payments are made by our fulfilment provider and payments are always referenced as ‘Canon’. Please check your bank account for this reference.
Q: Why is my bank charging me transfer fees?
We will transfer the exact amount of cashback in local currency as advertised and endeavour to use local banks where possible to avoid beneficiary charges. However, Canon cannot be held liable for additional charges levied by your bank and you will need to speak to them if that occurs.
I paid for my product by credit card so why can my payment not simply be refunded back onto that same credit card?
Canon cashback payments can 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: Do I need to pay taxes or can I claim VAT back on cashback?
You are solely responsible for paying any taxes that they are required to pay by law Canon cannot advise on any of tax return procedures. Please check with your local tax authorities.
Cashback process:
Q. For which countries this cashback promotion is valid?
The cashback promotion is valid in Algeria, Egypt, Ghana, Ivory Coast, Kenya, Morocco, Nigeria, Tunisia, Uganda. You need to be resident in either of these countries. So, if your current address is outside of these countries, however you are resident in this area and hold a valid bank account there, you can still apply. Please refer to the cashback promotional offer in your respective country.
Q: What formats can be used for uploading my proof of purchase when submitting my cashback claim and are there any size restrictions?
You can only upload JPG, TIF and PDF and your file should not be larger than 4MB. A photograph taken of the receipt or on-line order confirmation with a smartphone is acceptable if all claim information is clearly visible.
For more information on how to do this, please refer to this link.
Please note that you cannot apply for cashback via post, the promotion is online only.
Q. What do I do if any of my registered account details have changed since my initial registration for a Canon cashback promotion and I wish to update them?
You can update your bank details at any time here, using the log in details provided to you via email.
Please note, that if it is close to your payment due date you should contact Sales Promotion immediately by email: cashback@claim-lookup.com
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 – can I still apply for the promotion?
Yes, please keep the order confirmation you have (which will be in the promotional dates) and upload this together with your invoice when you fill in the cashback application. There is a grace period of one month after the last purchase date, so you would be able to supply your documents.
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 authorize a cash back for my purchase?
Unfortunately, you can only apply for the promotion if your product is purchased within the dates stipulated in the Terms and Conditions.
Q: What is considered an acceptable proof of purchase?
SHOP PURCHASES: For in-store purchases Canon requires a copy of your receipt showing payment and the necessary product name information. The receipt must include the product purchased, the price you paid, the name of the retailer and the date of purchase.
WEBSITE PURCHASES: For online purchases Canon requires a copy of your order confirmation and the necessary product serial number information. The order confirmation must include the product purchased, the price you paid, the name of the retailer and the date of purchase.
Q: What transactions/products are excluded from this cashback?
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 from the promotional website. Exclusions include:
1. Non-promotional products – i.e. products that are not specifically mentioned as eligible products under the Terms & Conditions of the promotion on the Canon cashback website;
2. Products that have been purchased outside of the advertised designated promotional sales period window;
3. 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).
Q: Where is the product serial number?
To locate the serial number visit the link here and it will show you where it is for your product[s]. Please don’t confuse the serial number with the EAN/Barcode. The serial number is located on the body of the product itself.
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 cashback 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: Which dealers participate in this promotion?
Please refer to participating retailers list for your country.