Brother Care Program Terms & Conditions (“Terms”)
As of December 1, 2018, the Brother Care Program Gold and the Brother Care Program Platinum are no longer offered for purchase or registration.
The Brother Care Program (“Program”) is a program where Brother customers can register eligible products to gain access to exclusive benefits and other offers. The Program is operated by Brother International Corporation (Canada ) Ltd. (“Brother”, “us”, “our”, or “we”). By signing up for or registering a Product in the Program, you agree to abide by the following Terms of the Program.
I. Summary of Program*
*Benefits apply only while an individual has an eligible product registered under the Program, subject to certain limitations and exclusions. See full Terms below for more details. †Only available for in-warranty Products and only extends term of Standard Manufacturer’s Product Warranty. See full Terms below for more details. ‡ VIP Phone Support only available for in-warranty Products and only valid for period of Standard Manufacturer’s Product Warranty coverage and any Extended Warranty coverage under the Program. See full Terms below for more details.
The Program is only available to residents of Canada and applies to new or refurbished laser or lnkjet printers and multifunctional centre machines (excluding thermal scanners, fax machines, mobile printers, labelers, and Home Appliance Division products and machines) purchased and used in Canada (each a “Product”). Other Brother machines and products (such as supplies, accessories, etc.) and products purchased in other jurisdictions outside of Canada are not eligible for this Program.
Customers may register an eligible Product in the Program by signing-up and completing the Program registration process on brother.ca, or through the Brother Customer Care Department at brother.ca/support (each a “Registered Product”).
Registration in and eligibility to claim benefits under the Program are attached to an individual Registered Product, which may only be registered to one individual customer via his or her email address (“Registrant”). Program benefits can only be claimed for Registered Products, can only be claimed or used by the original Registrant, and benefits are not transferrable to any other individual or Product.
If a Registrant has purchased more than one eligible Product, he/she must register each Product in the Program in order to receive the applicable benefits for each Product.
III. Program Levels and General Terms
There are three (3) levels under the Program. To join the Program, customers must register an eligible Product in one of the following levels:
Free Brother Care Program (“FBC”) :
Individuals who purchase an eligible Product on brother.ca or via the Brother Customer Care Department at brother.ca/support and who complete the FBC Program Registration process including signing up for the Exclusive Offers and General Promotions Email Program (“Exclusive Offers Program”) will be registered in the FBC Program at no extra charge for that Product. Registration in the FBC Program is conditional on the Registrant remaining in the Exclusive Offers Program. If a Registrant terminates his/her membership in the Exclusive Offers Program, his/her registration for any Products under the FBC Program will also terminate.
Gold Brother Care Program (“Gold”) :
Individuals who purchase and register an eligible Product on brother.ca or via the Brother Customer Care Department at brother.ca/support and who pay a one-time Program fee of $14.99 per Product, plus applicable taxes, will be registered in the Gold Program for that Product.
Platinum Brother Care Program (“Platinum”) :
Individuals who purchase and register an eligible Product on brother.ca or via the Brother Customer Care Department at brother.ca/support and who pay a one-time Program fee of $44.99 per Product, plus applicable taxes, will be registered in the Platinum Program for that Product.
A Gold or Platinum Program purchase can be returned for a full refund within thirty (30) days of purchase, but only if none of the benefits under the Program have been exercised for Registered Product(s) associated with that Program purchase, by contacting the Brother Customer Care Department at brother.ca/support.
A Product registration terminates if a FBC Product is no longer enrolled in the Exclusive Offers Program, if a Registrant redeems a Product pursuant to the Program Trade-In Value, or otherwise in accordance with these Terms. Once a Product registration terminates, all benefits under the Program terminate in relation to that Registered Product. A customer must complete a new registration in order to register a Product purchased through the Program Trade-In Value in this Program. See section IV (c) below for more details on Trade-In Product coverage.
If a customer has exchanged a Registered Product for another product pursuant to the terms of a warranty, his/her Product Registration for the Registered Product terminates but the exchanged Product is automatically eligible for coverage under the Program. See section IV (a) below for more details on exchanged Product coverage.
IV. Benefits under the Program
Program benefits cannot be combined with any other offers or promotions, including volume purchasing or other discounts, except as explicitly permitted by Brother. Program benefits cannot be combined between different Registrants.
(a) Extended Warranty
Registered Products in the FBC, Gold and Platinum Programs will be eligible for an extension of the Brother standard manufacturer’s product warranty which accompanies each new or refurbished Product purchase (the “Standard Manufacturer’s Product Warranty”). Products registered in the FBC and Gold Programs will receive a 6-month extended warranty, whereas Products registered in the Platinum Program will receive a 12-month extended warranty (each an “Extended Warranty”). Extended Warranty coverage is subject to the same terms and conditions of the Standard Manufacturer’s Product Warranty. Standard Manufacturer’s Product Warranty and Extended Warranty coverage are not transferable or available to secondhand purchasers.
Extended Warranty only applies to in-warranty Registered Products. Extended Warranty cannot be used to extend a Standard Manufacturer’s Product Warranty that has already expired. If a Registered Product’s Standard Manufacturer’s Product Warranty has already expired at the time of Program registration or benefit redemption, that Registrant will not receive any warranty-related benefits (including VIP Phone Support) for that Registered Product.
Extended Warranty is also conditional upon the Registered Product being currently registered under the Program. If an individual subsequently terminates his/her registration in the Program for a particular Product (e.g. by de-registering from the FBC and Exclusive Offers Program), he/she will not be permitted to make a claim for Extended Warranty or other Program benefits after the termination for that Product.
If a customer has purchased a separate extended warranty plan from Brother or a third party (such as a retailer or dealer), the Extended Warranty benefit of the Brother Care Program will not extend the term of that separately purchased extended warranty plan. Registrants who have purchased a separate extended warranty plan will not receive Extended Warranty coverage in relation to his/her extended warranty plan.
If a Registrant exchanges his/her Registered Product under the terms of the Standard Manufacturer’s Product Warranty, the Extended Warranty under the Program, or a separate extended warranty plan (from Brother or a third party), the new exchanged Product is automatically eligible for Program coverage pursuant to the terms of his/her registration for the original Registered Product. For example, if there were three (3) more months left in warranty coverage for the original Registered Product, this remaining three (3) month warranty coverage will apply to the exchanged Product under the Program.
Products exchanged through a Brother warranty will automatically be registered under the Program. For Products exchanged through a third party, the Registrant will need to contact the Brother Customer Care Department at brother.ca/support in order to ensure that his/her exchanged Product will continue to be covered under the Program.
(b) Supplies Savings
The Supplies Savings discount is only applicable to customers who have Registered Product(s) in the Gold or Platinum Programs.
Customers who have a Registered Product in the Gold Program are eligible for a 20% discount on all machine supplies (with the exception of supplies for sewing and embroidery products under the Home Appliance Division) purchased directly from Brother on brother.ca or via the Brother Customer Care Department at brother.ca/support (collectively, the “Eligible Supplies”). Customers who have a Registered Product in the Platinum Program are eligible for a 25% discount on all Eligible Supplies.
The Supplies Savings discount applies to the Manufacturer Suggested Retail Price (“MSRP”) as stated on brother.ca for all Eligible Supplies. The Supplies Savings discount must be applied at the time of purchase and cannot be combined with any other Brother offers or discounts, except as explicitly permitted by Brother. The Supplies Savings discount is not eligible on products purchased from retailers or other third parties. The Supplies Savings discount cannot be used to retroactively apply discounts on previously purchased supplies.
(c) Trade-In Value
The trade-in value option is only applicable to Registered Products in the Gold and Platinum Programs. Customers who are eligible for this option can apply a portion of the cost of their Registered Product towards the purchase of a new Product from Brother on Brother.ca or via the Brother Customer Care Department at brother.ca/support, in accordance with the conditions set out below:
This option can be exercised no earlier than twelve (12) months from the Registered Product’s date of purchase;
The amount which can be credited from the Registered Product to the new Product is equal to 50% of the price paid by the customer for the Registered Product, as indicated at the time of Program registration (the “Trade-In Value”);
The Trade-In Value can be applied as credit towards the purchase of a new Product, up to a maximum of 50% of the MSRP of the new Product;
If there is any amount remaining after the Trade-In Value is applied towards the new Product purchase (the “Unused Trade-In Value”), this Unused Trade-In Value can be used as credit towards the purchase of Eligible Supplies or any other Brother product (excluding Home Appliance Division products and machines and Brother Care Program one-time fees) in a single purchase transaction;
The Unused Trade-In Value can be applied as a credit towards the purchase of Eligible Supplies and/or eligible Brother products up to a maximum of 50% of the combined MSRPs; and
The entire Unused Trade-In Value must be used in a single purchase on Brother.ca or via the Brother Customer Care Department at brother.ca/support. Any remaining Unused Trade-In Value not used in this single purchase transaction will be forfeited.
Option is not available for Products and supplies purchased from retailers or other third parties. Offer cannot be combined with any other Brother offers or discounts, except as explicitly permitted by Brother. Customers must contact the Brother Customer Care Department at brother.ca/support to exercise the Trade-In Value. Registrant cannot combine Trade-In Values of more than one Registered Product to exercise this option. Customers may keep their old Product after exercising the trade-in option, but must dispose of their product in an ecologically responsible way and in accordance with applicable laws.
Once the trade-in option is exercised for a Registered Product, registration in the Program is terminated for that Product. The new Product purchased through the trade-in value transaction is not automatically registered for the Program and benefits under the Program do not automatically apply to the new Product. In order to receive benefits in respect of the new Product, a customer may register the new Product in the Program by completing a new registration process.
(d) Online Support
All customers who have a Registered Product will have access to the standard Brother Support Centre online at www.brother.ca/customer_care.
(e) VIP Phone Support
The VIP Phone Support benefit is an exclusive channel that allows eligible Registrants to directly connect via live phone support with a Brother Customer Care Representative.
VIP Phone Support is only available for Registered Products in the Platinum Program and is valid only for the duration of the Standard Manufacturer’s Product Warranty, plus any Extended Warranty under the Program. The phone number for VIP Phone Support will be provided upon Product registration in the Platinum Program.
If the Registrant’s Standard Manufacturer’s Product Warranty and any Extended Warranty under the Program expires or becomes void, VIP Phone Support will no longer be available for that Product. If a Registrant has purchased a separate extended warranty plan from Brother or a third party, this separate extended warranty plan will not extend the period of VIP Phone Support coverage.
VIP Phone Support is for Product technical support only. All other inquiries or issues should be directed to the Brother Customer Care Department at brother.ca/support.
(f) Free Shipping
All customers who have a Registered Product will have access to free Standard Shipping on all products purchased through Brother.ca. Standard Shipping orders are generally processed and shipped the next business day; please allow an additional 2-10 business days for your order to be delivered. Customer may pay to upgrade to Priority Shipping for a specific order if desired.
All customers who have a Registered Product in the Platinum Program will have access to free Priority Shipping on all products purchased through Brother.ca. Priority Shipping orders receive faster delivery service after the regular 24 business hours required to ship an order from Brother’s facility.
Brother does not ship any products to shipping addresses in the Northwest Territories, Nunavut and Yukon.
Delivery to rural areas may take longer than time periods specified. All terms and conditions of Brother shipping and delivery services apply to shipping benefits under the Program. For full shipping terms, please see www.brother.ca/shipping-and-delivery
(g) Exclusive Offers
Customers who register at least one (1) Product in the FBC, Gold or Platinum Program will have access to exclusive offers and other promotions from Brother by signing up for the Exclusive Offers Program. The Exclusive Offers Program is only available via email.
Customers who register a Product under the Gold or Platinum Program can opt-in to receiving these exclusive offers via email when registering their Product. Customers who register a Product under the FBC Program are also registered in the Exclusive Offers Program and their registration in the FBC Program is conditional upon remaining in the Exclusive Offers Program.
V. Other Terms and Conditions
Except where prohibited by law, we may change these Terms and any aspect of the Program, including any conditions or exclusions relating to Program eligibility and benefits, and we may also restrict, suspend, modify or terminate the Program at any time without prior notice. Brother is not responsible if any of the Program benefits change or are no longer offered. Registrants must accept offers as indicated and any offers may not be refunded, transferred or converted except in Brother’s sole discretion. Brother has the absolute discretion to revoke a Registrant’s registration or not to provide or make any benefit available for any reason, including if in our opinion you have tried to obtain a benefit through this Program through a fraudulent act, forgery, false or misleading information or omission, or engaged in conduct that abuses or otherwise breaches these Terms. All products and benefits are subject to availability, while supplies last.
Except where prohibited by law, the Program and all Terms are governed by the laws of Ontario. If any provision of these Terms is invalid or unenforceable, such provision shall not affect the validity and enforceability of the remaining Terms. Program is void where prohibited or restricted by law.
You agree that neither Brother, its affiliates nor any of its respective officers, directors, employees or agents shall have any responsibility or liability for any claim, loss, injury, damage, delay, accident, cost or expense (including, without limitation, legal fees), nor for any incidental, indirect, special, punitive, exemplary or consequential damages or damages directly or indirectly arising out of or related to your participation in the Program, use of Brother products, or use of the Brother.ca website.