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Test Drive FAQs

PLACING AN ORDER

Q: Do I have to live in the UK or Ireland to participate in this particular cashback promotion?

A. You need to be resident in the UK and hold a valid UK bank account.  Please, note the products need to be purchased in UK/ROI as well.

Q: How do I register for a Canon Test Drive account?

A. Your Canon Test Drive account will automatically be created for you when you place your first order via the website.  Just start by adding an item to the basket.

Q: How do I place an order?

A. Use our live availability checker to find the equipment you need - just select the start & end dates you require. The cost to hire will be automatically calculated for you, dependent on the dates you have chosen. When you’re happy, just add the items to your basket and checkout.

Q. What do I get with the equipment?

A. You can find out what we provide for each individual model by clicking on the 'Included' tab on the product description page on our website. All these items are listed in the packing list included in your shipment.

Extra batteries, memory cards and selected accessories can be added to your order if required. Pricing for these items will be shown online for the dates you have chosen.

Q. When will the equipment be delivered?

A. Your order will be delivered by courier, nationwide, by 12:00pm (for most locations) the day before your evaluation starts unless there is a problem or otherwise advised.

Q. I need the equipment for more than 48hrs, can it be extended?

A. Yes, your Test Drive can be extended beyond the free 48hr period for an additional incremental daily cost. Just choose dates that suit you at the time of booking and the system will calculate any additional charges that would be applicable.

Q. The dates I want aren’t available, what should I do?

A. There is a wide range of equipment and many combinations available.  If a product isn’t available for the dates you are considering, please look for alternatives. For example, you may find the EOS R Body and RF 24-105 kit is fully booked but you might find you can book both items individually.

Q. Can I reserve equipment?

A. We operate a live 24/7 availability and booking system which means the only way to reserve equipment is to book it.

Q. How far in advance can I book my Test Drive?

A. You are able to book your Test Drive for any dates between Friday 20th March and Tuesday 30th June 2020.

Q. I want to compare two or more items on my Test Drive, is this possible?

A. Yes, you can book multiple products on your Test Drive, keep in mind you will be required to pay a deposit for each item.

Q. Are there any limits on what I can Test Drive?

A. In order to make the Test Drive available to the as many customers as possible, we have limited the service so only one free 48-hour hire per promotional product, per person may be made.

Q. What happens if I am not in when the delivery is attempted?

A. Where the carrier has made an attempt to deliver the equipment, but nobody was present to accept the delivery, the couriers will attempt to deliver to you on an all-day service the next working day. The evaluation period shall remain as shown on the order confirmation. If you need help amending the booking, please call us on 01435 873028 as soon as possible.

Q. Can you deliver on a weekend?

A. Any evaluation made for a Saturday or Sunday will be delivered Friday and collected on Monday.

Q. Will you deliver to a PO box address?

A. We’re sorry, we do not ship to PO boxes addresses.

Q. Do you deliver outside of the UK?

A. Unfortunately, international delivery is not currently possible.

Q. How will the equipment be packed?

A. Your equipment will have been checked and carefully packed within a hard flight case before dispatch. Please do check everything as soon as it arrives.  You must let us know by 4pm at the very latest on the day of delivery if there is a problem on 01435 873028 as set out in the Terms & Conditions.

Q. I need to change the dates of my booking, how do I do this?

A. If you need to edit or update your order you can contact us via email at canontestdrive@hireacamera.com. You can also call us on 01435 873028.

PAYMENT

Q. What forms of payment do you accept?

A. We accept payment via Master Card and Visa debit or credit cards. Goods must be delivered to the address the payment card is registered to.

Q. Can I pay over the phone?

A. Unfortunately we are unable to accept payment over the phone for data protection and security reasons. All of our financial transactions are handled online via our payment provider and are encrypted to ensure they are kept completely safe and secure.

Q. When will my debit/credit card be charged?

A. You will need to log into your account and make payment of the deposit within 7 days of your equipment dispatch date OR on the day of booking if the hire is due to be dispatched within 7 days.

Payment for any additional days beyond the free 48hrs will be taken at the time of placing your order. No order will be in place with the equipment being booked without payment at the time.

COLLECTION & RETURNING GOODS

Q. How do I return the equipment?

A. You will be provided with packaging, cable ties, courier bags and return labels required together with a checklist to help you ensure everything is accounted for and put back in the case for return. Please note; collections will be from the same address goods were delivered.

Q. When will the equipment be collected?

A. The equipment will be collected the day after your TestDrive has finished, this date is clearly shown on your booking confirmation. In addition, you will also receive a return reminder via email the day before your goods are due to be picked up.

Q. What time will the equipment be collected?

A. Unfortunately we are unable to give time slots, collections are an ALL-DAY service. For residential premises this is from 08:00 – 18:30, for businesses premises this is up until 18:00*

*If your business premises close earlier than this, please contact us so we can make the couriers aware.

Q. What happens if I miss the collection?

A. Unfortunately we have to charge for late returns and missed collections as these can impact future orders. If the equipment is not ready and available for pick up at the address agreed on the day of pickup, you will be charged a £25 failed collection fee and charged for the extension of hire as laid out in the Terms and Conditions.

If you miss a collection or have a problem getting the kit back to us, please call us as soon as possible to make alternative arrangements on 01435 873028.

DEPOSIT, FAULTY/ DAMAGE & INSURANCE

Q. I see I am required to pay a security deposit, why is this?

A. The security deposit is a holding deposit, which means if anything were to happen to the equipment whilst in your care (damage, loss or theft), you could be liable for the full cost of the equipment.

Payment for missing/damaged equipment and parts/accessories will be held from your deposit. If the cost of missing/damage parts exceed your deposit, the outstanding balance will need to be paid in full immediately.

Q. Do I need to insure the equipment?

A. We always recommend people have insurance for their total peace of mind. You can either temporarily add the equipment to an existing policy or, if you don’t have an existing policy but would like cover, we would recommend our preferred supplier Performance Film & Media Insurance, click here for details.

Q. What should I do in the event of any damage or loss?

A. In the event of any damage to the equipment, please call us immediately on 01435 873028 as per the terms and conditions so we can discuss how best to proceed with your Test Drive.

Q. How will I know when you have received the equipment back?

A. You will receive a return confirmation email once the equipment has arrived back to us.

Q. When will I receive my deposit refund?

A. Once your order has been unpacked and checked and, assuming there are no missing or broken items on the return of the equipment, your deposit will be refunded immediately.

Please note that whilst the deposit is refunded promptly, it can take up to 3-5 working days to appear on your statement, dependant on your bank.

If there are missing or broken items on the return of the equipment, we will contact you to discuss the matter in accordance of our Terms and Conditions.

OTHER

Q. What happens if I have a problem with the equipment?

A. All of our equipment is thoroughly cleaned and tested after each and every hire. In the unlikely event of something isn’t working please call us immediately on 01435 873028 as per the Terms and Conditions so we can discuss how best to proceed with your Test Drive.

Q. I have a technical question about the product, can I get assistance?

A. Canon offer a very comprehensive web support area which contains product specific drivers, software, user manuals, firmware, FAQs and other useful content that will assist you with your query.

Q. I’ve forgotten my password, how do I reset it?

A. Click here if you have forgotten your password.

Q. I noticed references to Hireacamera and Hireacamera.com on the site and in the communications, why is this?

A. Hireacamera are a fulfilment partner of Canon UK & Ireland and are facilitating the Canon Test Drive activity on their behalf.

Q. How can I contact you?

A. If you're unsure about anything or need extra information regarding your order, then please email our customer support team canontestdrive@hireacamera.com. You can also call us on 01435 873028.