Frequently Asked Questions

1. How can I enter this promotion?

To enter this promotion, please follow these steps:
• Buy one of our selected range of eligible Sony Product within promotional period.
• Complete the claim form on the website www.pro.sony.eu/promotions within 30 days of the date of purchase of the Sony Product.
• Accept the terms and conditions
• Enter the serial number as seen on your product and in the table on the form
• Enter your bank details
• Upload a valid proof of purchase
• Upload an image of serial number
• Validate the completed form and check the information on the recap page. You will need to validate the recap page to submit your claim. You will then be given a unique redemption code
Contact Us if you have any difficulty in completing the redemption form

2. Where can I enter this promotion?

You can enter this promotion on the following website:
www.pro.sony.eu/promotions

3. The serial number format is different on the table in the form to the one on my product?

Please use the “Contact Us” form to check with us if your product is eligible for this promotion.

4. What happens once I have participated with my claim for the cashback?

1. You will receive an automated email with your redemption code to say that we have received your claim. Please check your junk/promotion email folders.
2. We'll check and confirm your proof of purchase was within the promotion period and that it is an eligible product. We will check that you have provided an image of the serial number and that you reside in an eligible country to participate in the promotion. Please make sure that your proof of purchase and images are legible and that the invoice is valid and within the promotional dates
3. We will then send you a confirmation email that your claim has been successful and that we shall continue to process the claim.
4. You will then receive a further confirmation email to say that your bank will shortly credit your account. This will take a maximum of 8 weeks starting from when your claim is submitted.

5. Why do I need to submit my proof of purchase?

We require proof of purchase to check whether your entry meets the terms and conditions applicable to this promotion.

6. Why do I need to submit my model name and serial number?

As part of the validation process, this information allows us to check your eligibility for this promotion.

7. I've filled in the date from my proof of purchase but the website says I'm not eligible to participate?

Please check that the date of your purchase and your model both meet the terms and conditions of this promotion.

8. I received the message that my claim is incomplete. What should I do now?

Please send us the information requested in the message as soon as possible, so we can confirm your participation in the promotion. If you don’t reply within 10 days, we can’t guarantee that you will receive your cashback. To send us the missing documents, please go to the “My Account” section of the promotion website www.pro.sony.eu/promotions, then “Follow up your requests”.
IMPORTANT: If you are having trouble claiming your cashback, please use the “Contact Us” form for further assistance.

9. I bought two eligible products, can I participate twice?

Only 1 product can be claimed per participation. If you wish to claim more than 1 product from the same invoice, please submit a separate claim and provide the same invoice. In addition, this promotion is limited to 3 cashback claims per End User.
1 claim = 1 product

10. How long will I have to wait for my cashback?

If your claim meets the terms and conditions of this promotion and all the documents you send us are validated including your bank details; an electronic cash transfer will be made within 8 weeks of your claim being submitted. Please keep in mind that bank lead times can vary.

11. I have registered my product on Prime Support, when will I receive my cashback?

Unfortunately, Prime Support is not linked to the promotion. You will need to complete a redemption form on www.pro.sony.eu/promotions to participate in the promotion. You will need to upload your proof of purchase as well as a scanned image of the serial number and bar code for validation purposes.

12. Why have I only received cashback for one product when I submitted an invoice for two products?

A separate on-line claim form must be raised for each eligible Sony Product purchased. In addition, this promotion is limited to 3 cashback claims per End User.
IMPORTANT: If you are having trouble claiming your cashback, please use the “Contact Us” form for further assistance.

13. What is my IBAN and BIC?

This is a unique reference code that is country specific and is used commonly throughout Europe for money transfers.
International Bank Account Number (IBAN) for UK
Standard representation of IBAN accounts in the UK
GB15 MIDL 400515
GB15MIDL40051512345678
GB ISO Country code for UK (2a) (alphabetic characters)
15 IBAN Control digit (2n)
MIDL Bank Code (4a)
400515 Branch Code (6n)
Account number (8an)
==================================
Total 22 characters for France
Note:
a- stands for alphanumeric (means it can contain only characters)
n - numbers only in numeric
an - both characters and numbers

14. Can I receive my cashback in a different currency?

No, unfortunately the currencies are set as per the official currency of the country in which you reside.

15. I do not wish to provide my bank details online, is there an alternative method of receiving the credit?

Please be assured that the promotion website is secured and that bank details are encrypted and stored only for this promotion. Please keep in mind that without your bank details, we cannot proceed with your payment and that no other payment form such as cheques, vouchers or rebates are possible.

16. What happens if my screen freezes and I cannot complete the claim form?

Please ensure that you have a good internet connection before completing the claim form. If you do not receive a confirmation email with your redemption code within half an hour after submitting your claim then, unfortunately you have not successfully participated. Please check your junk/promotion email folders.
Please complete the contact us form when you can next log in to find out if your claim has been received, or complete a new claim form when you have stronger internet connection.

17. Can I claim if I don’t live in a country that is not listed in the T&C?

Unfortunately, we can only accept claims from the participating countries as listed in the T&Cs. You must live and have a bank account in the eligible country.

18. I am having difficulty in completing the claim form and adding the attachments

Click on the help button or “Contact Us” link and we will get back to you to discuss your query.

19. What documents do I need when submitting the claim form

You need an electronic scanned copy of your invoice as proof of purchase within the promotion period. You also need to take a photo of your products’ serial number. Please make sure these are legible documents for validation purposes.

20. How many products can I claim for on one form?

Only 1 product can be claimed per participation. If you wish to claim more than 1 product from the same invoice, please submit a separate claim and provide the same invoice. In addition, this promotion is limited to 3 cashback claims per End User.
1 claim = 1 product

Your Sony Team