Returns Policy

We hope you’re delighted with your Cusack Lighting purchase. If for any reason you’re not, our team is here to help. Please contact us at onlinesales@cusacklighting.ie and we’ll do everything we can to resolve your issue quickly and fairly. Below is everything you need to know in regard to our returns and exchange policy.

Returns for Online Orders

If you ordered through our website, you must notify us within 14 days of receiving your items if you wish to return them. Once approved, the items must be returned to our shop within this 14-day period. Please ensure all items are unused, uninstalled, and in their original packaging.

We can offer a refund, exchange, or store credit, depending on your preference and the condition of the returned goods.

Returns requested outside these timeframes are at the discretion of our staff and subject to a 20% restocking fee if approved. Any item showing signs of installation, tampering, or repacking will be rejected or charged at up to 50% restocking.

In-Store and Assisted Purchases (Phone, WhatsApp and Email Enquiries)

If you bought in-store, over the phone, or following an enquiry made by WhatsApp or email, we’re happy to offer an exchange or store credit within 14 working days of purchase. Please bring your original receipt, as we’re unable to process any return or issue store credit without it.

Unfortunately, cash or card refunds aren’t available for in-store or assisted sales. All deposits are non-refundable. 

Returns requested outside these timeframes are at the discretion of our staff and, if approved, may be subject to a 20% restocking fee. Any item showing signs of installation, tampering, or repacking will be rejected or may be subject to a restocking fee of up to 50%.

Item Condition

To keep things simple, items must be:

• Unused and uninstalled
• In original packaging with all fittings, bulbs, instructions, and accessories
• Undamaged and resaleable

Items that have been installed, altered, or damaged may not be accepted, and we reserve the right to apply a restocking fee if needed.

Non-Returnable Items

Certain items cannot be returned unless faulty:

• Custom-made or bespoke products
• Special-order or non-stock supplier lines
• Installed or powered-up fittings
• Clearance, promotional, sale, or ex-display items
• Project or bulk orders unless pre-agreed

No returns, exchanges, or refunds can be offered on above products unless the product is faulty.

Restocking Fees and Supplier Restrictions

We work with a wide range of lighting brands and suppliers, and each one has their own return conditions. Because of this, some products may be subject to a restocking fee, and a small number of items or brands may be non-returnable unless faulty.

Where a restocking fee applies, it typically ranges between 20%–50% of the item’s value. This fee helps cover supplier handling, inspection, and re-packaging costs — we always try to reduce or waive them where possible.

We’ll always let you know before confirming a return if any fees or supplier restrictions apply.

Return Costs

If you’re returning an item simply because it didn’t suit, the return postage or courier fee will be your responsibility. We recommend using a tracked and insured courier to make sure the parcel reaches us safely — items remain your responsibility until received.

If you would prefer us to arrange the return collection for you, we’re happy to help. A €10 return arrangement fee will apply and will be deducted from your refund.

For international orders, any customs duties, import taxes, or local charges are the customer’s responsibility. If a parcel is refused, not collected, or returned to us due to unpaid customs/import charges or failed delivery attempts, any courier return charges, customs-related fees, or administration costs charged to us will be deducted from your refund.

If your item arrives faulty or damaged, or if we’ve made an error with your order, we’ll of course cover all return costs and sort it for you as quickly as possible.

Large and Bulky Items

For larger fittings or pallet deliveries, please get in touch before returning anything so we can arrange the best option for you. A collection fee of up to €80 may apply if a bulky item needs to be picked up because of a change of mind, and some of these items might also carry a restocking charge.

Items shipped on a pallet or via external courier can’t be collected directly without prior arrangement.

Service Fees

We do not reimburse costs for third-party services (e.g. electricians or contractors) related to installation or removal of lighting. Please double-check that your items are suitable before booking any fitting work.

Faulty or Damaged Goods

If your order arrives damaged or faulty, please contact us within 48 hours of delivery with photos of the issue and packaging. We will do our best to find a fair solution.

Returns Process

To begin a return, please click here to start your returns process or email returns@cusacklighting.ie with your order number, item details, and reason for return. Once approved, we’ll guide you through the next steps.

All returns should be sent to:

Cusack Lighting, Unit 2A, Crystal Business Park, Dublin Road, Cavan, H12 V9K4, Ireland

We reserve the right to refuse a return under this policy if the goods are not in a re-saleable, as-sold condition in their original packaging with all documentation, and the item and its packaging are undamaged and unused. Please make sure your order number is clearly visible on the label or packaging.

Refunds & Credit Notes

Refunds are processed within 14 working days of receiving your return. In-store purchases are eligible for store credit or exchange only — no cash or card refunds. Please note that proof of purchase is required for all returns.

Your Consumer Rights

Nothing in this policy affects your statutory rights. We want every customer to feel confident shopping with Cusack Lighting. We’re always happy to help and will do our best to find a fair solution for every customer.