Everything you want to know about the Brother Care Program is right here. Check out the answers to some of our frequently asked questions and refer to the Brother Care Program Terms and Conditions for further detail.
What is the Brother Care Program?
It’s a program where customers can register eligible products to gain access to different levels of benefits like extended warranties, awesome trade-in values, savings on supplies and exclusive offers to bring you an amazing customer experience.
Which products are eligible for the Brother Care Program?
Brother Laser and Inkjet Printers and Multi-Function Centre machines are eligible. Find a complete list of all eligible Brother Care Program products here.
What are the different levels of the Brother Care Program?
The Brother Care Program has three levels to choose from – Free, Gold and Platinum. Find out more about the benefits of each level in the reference chart above.
How can I get the Brother Care Program for my product(s)?
Signing up is quick and easy. When shopping online at Brother.ca you’ll have the option to register each eligible product for the Brother Care Program. Just choose the coverage that suits your needs and it’ll be linked to your product(s) and added to your cart when you check out online. You must register each eligible product for the Brother Care Program individually.
If you’d like the Brother Care Program for an eligible product but was purchased somewhere other than Brother.ca, simply register your product online here
If you have an account, sign in and then register your product(s). If you don’t have an account, you’ll be asked to create one and then you’ll be able to register your product(s).
To find out how to add the Brother Care Program to another eligible product you’ve already purchased. See next question
How can I get the Brother Care Program for eligible product(s) I’ve already purchased?
Simply register your eligible products online
and choose the level you would like to receive or purchase. If you don’t already have an account, you’ll be asked to create one and then you can add the Brother Care Program coverage that suits your needs for each product.
What does the extended warranty cover?
The extended warranty offered in the Brother Care Program is an extension of the Brother standard manufacturer’s product warranty that accompanies each new product. See reference chart above for the extended warranty time periods offered in each level of the Program.
To find out more about warranty coverage please visit the terms and conditions of the Brother Care Program.
Do I need to sign up more than once?
When you buy an eligible Brother product, you have the option to sign up for the Brother Care Program to extend your product’s warranty, and benefit from all the other great benefits that come with the Brother Care Program’s different levels. You only need to set up an account profile one time, but you’ll need to register each eligible product for the Brother Care Program. You can then enjoy peace of mind knowing the Program has your back.
What is a trade-in value?
When you register your product for the Gold Brother Care Program or the Platinum Brother Care Program, you’re eligible for a trade-in value on your next purchase of a Brother Laser or Inkjet Printer or Multi-function centre machine and/or printing supplies. To calculate the amount of your trade-in value, see the question below.
How much is my trade-in value?
If you are registered with the Gold Brother Care Program or the Platinum Brother Care Program, your trade-in value is calculated as 50% of the price you paid for your product. For example, if you purchased a Brother printer for $100, your trade-in value is $50.
For how long is my trade-in value valid?
Your trade-in value is valid until you choose to initiate the trade-in value process. You can redeem your trade-in value beginning 12 months after the purchase date.
I don’t know / can’t remember the value of my trade-in value. How can I find it?
When you register for the Brother Care Program, we’ll keep track of your account information which includes the amount you paid for your eligible product. To see your trade-in value, log in to My Account
, click on My Products and your trade-in value will be displayed.
How can I redeem my trade-in value?
Gold Brother Care Program members and Platinum Brother Care Program members are eligible for a trade-in value.
- If you purchased your product at least 12 months ago, you’re eligible for a trade-in value.
- Log in to My Account and under My Products you will see your trade-in value.
Click TRADE next to your trade-in value amount and you’ll be connected with a Brother Customer Care agent who will take you through the easy trade-in process.
What can I purchase with my trade-in value?
Your Brother Care Program trade-in value can be used to purchase a new Laser or Inkjet Printer or Multifunction Centre. Any unused trade-in value can be used towards Brother eligible printing supplies. You cannot use your trade-in value or unused trade-in value to purchase sewing/embroidery supplies, sewing/embroidery products or Brother Care Program coverage.. Once the trade-in value has been exercised, registration in the Brother Care Program is terminated for that product. See terms and conditions.
I have unused trade-in value dollars. What can I do with them?
Your unused trade-in value must be redeemed in one transaction. When you’re using your unused trade-in value, the value of whatever you’re buying must be at least twice the amount of your unused trade-in value. This value is defined by the suggested retail price of the new equipment or supplies, less any applicable supply savings from the Brother Care Program. Your unused trade-in discount value cannot be combined with any other discount or promotional offer. You cannot use your unused trade-in value to purchase the Gold or Platinum Brother Care Program.
Can I transfer my trade-in value to someone else?
The Brother Care Program trade-in value is non-transferable to another Brother Care Program product, account, or individual.
Can I transfer my warranty from another product?
The Brother Care Program is only applicable to your registered Brother product. You can’t transfer your warranty to another product.
My machine is out of warranty; can I still purchase the Brother Care Program for it?
If your machine is out of warranty, it is no longer eligible for an extended warranty. You are, however, able to register for or purchase the Brother Care Program coverage so you can enjoy all the other great benefits offered by the program, such as exclusive offers, a trade-in value, supplies savings pass, free shipping and more.
To register your product for the Brother Care Program and choose your level of coverage, follow the steps provided here How can I get the Brother Care Program for my product(s)?
Can I cancel my Brother Care Program at any time?
You can return your Gold Brother Care Program or Platinum Brother Care Program within 30 days after buying it. Simply log in to My Account and connect with our Customer Care Department and as long as you haven’t used your discount on supplies or trade-in value, we’ll you give you a full refund.
Cancelling your enrollment in the FREE Brother Care program can be done at any time by opting out of the Exclusive Offers and General Promotions Email Program.
What can I buy using my supplies discount?
Your supplies discount is applicable on purchases of printing supplies. It is not applicable towards sewing/embroidery supplies, sewing/embroidery products or to purchase the Gold or Platinum Brother Care Program
Is Free Standard Shipping applicable to all Canadian provinces?
Free Standard Shipping is applicable to Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, Quebec, and Saskatchewan.
Free Standard Shipping is not applicable to NT, NV and YT.
Am I eligible for online support?
You’re eligible for online support for the product you have registered with the Free, Gold or Platinum Brother Care Program. This online support is available for the duration of your product’s enrollment in the Brother Care Program.
Am I eligible for VIP phone support?
If you purchased the Platinum Brother Care Program, you’re eligible for VIP phone support for the product you have registered for the duration of the manufacturer`s warranty plus the extended warranty from the Platinum Brother Care Program, or for the duration that your Platinum Brother Care Program is valid, whichever comes first.
Can I opt out of receiving emails at any time?
To take advantage of our Free Brother Care Program which includes your extended warranty and Free Shipping, you must stay opted-in to Exclusive Offers and General Promotions Email Program to receive email communications from Brother. You wouldn’t want to opt out and miss out on offers, anyways!
If you have the Gold Brother Care Program or the Platinum Brother Care Program, you can opt out by clicking on the unsubscribe link found at the bottom of any Brother email you receive or visit here. Staying opted-in to our emails has lots of perks like exclusive offers and deals.
What do I do with my old machine once I have used my trade-in value?
Now that you used your trade-in value to buy another product, the original product still belongs to you. If it is still fully functional, why not pay it forward and give it to a friend, or family member or charitable organization (but keep in mind that any remaining warranty or Brother Care Program membership does not transfer to the new owner)? Or keep it as a backup. If it’s no longer working then it’s time to say goodbye to it. Find a program in your community that recycles electronics in a safe and eco-friendly way.