Garden centre and outdoor furniture retailer Rathwood, which has formally entered examinership, said that while it is still trading, refunds owed to customers who placed orders that were never delivered "cannot be processed at this time".
In a statement published on its website, the company - based outside Tullow, near the Carlow-Wicklow border - said it would continue to trade as normal during the examinership process.
What has happened?
Rathwood is a family-run company, which has been operating on the Carlow-Wicklow border for more than 30 years.
It has well established local links with other businesses in the area and has around 100 staff.
Going back some time, Rathwood has been having well publicised issues in relation to delays in delivering customers' orders as well as with issuing refunds.
In recent months, the Competition and Consumer Protection Commission (CCPC) investigated complaints from customers who had cancelled orders with the garden centre and outdoor furniture retailer, but who hadn't received their refunds.
In March, the consumer watchdog secured an undertaking from Rathwood to reimburse affected customers.
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Then, just two weeks ago, the CCPC's 2025 consumer helpline report revealed that Rathwood was the second-most complained about company last year, with 565 complaints - which was a huge increase on the previous year.
The company accepts it has had issues with delays in orders being delivered and that there were slow response times in issuing refunds.
In response to the CCPC report earlier this month, the company told RTÉ News it acknowledged it "fell short" of what was expected of it.
In explaining the problem, Rathwood said last year it lost its main supplier for garden furniture but said it rebuilt its supply chain.
However, problems around deliveries and refunds have persisted, with customers complaining online as well as on the airwaves, with the issues featuring prominently on RTÉ's Liveline in recent weeks.
Rathwood has entered examinership - what does this mean for the company?
Examinership is a legal process that allows a financially distressed, but importantly, a viable company to obtain court protection from its creditors in an effort to restructure and try and solve its financial problems.
Rathwood is now protected from its creditors while an examiner tries to work out a way to restructure the company so that it can survive.
Examinership initially lasts 70 days and can be extended to a maximum of 100 days.
During that period the company is legally allowed to trade normally.
In a statement on Saturday, Rathwood confirmed it was placed under the protection of the High Court on Friday 24 April, adding customers "are advised that payments and refund requests relating to orders placed prior to 24 April 2026 cannot be processed at this time".
Rathwood said "these matters will be addressed as part of the court-supervised process, and further updates will be provided in due course", and that "Rathwood Home and Garden World remains open and is continuing to trade as normal" with "all retail, restaurant, and other services remain open and are operating without interruption".
What about customers who are waiting on deliveries or refunds?
Under consumer law, consumers are entitled to a full refund if what they ordered either hasn't been delivered or if the order is cancelled.
But with Rathwood in examinership that changes the situation, as the company is protected from its creditors during the process.
If you are a customer who had ordered and paid for goods, but that order has been cancelled, you're now an unsecured creditor of Rathwood.
You will not be receiving a refund during the examinership process from the company, as outlined in its statement.
Depending on the outcome of the examinership you might get paid in full, a partial refund, or no refund at all in a worst-case scenario.
If your order is paid for but not cancelled, you may still have it delivered. Rathwood has acknowledged delays with deliveries but has said it is trading normally.
Do impacted customers have any other options?
If customers paid for their order using a debit or credit card, they might be able to try a chargeback on the card via their bank.
Chargeback can apply in cases where a supplier did not deliver goods or services that have been paid for.
If a customer is in this situation and wants to start the chargeback process, they should contact their bank or credit card provider, provide details of the disputed transaction and request that they follow it up and reverse the transaction.
Depending on which bank your card is issued by, and whether it is a Visa or MasterCard, there might be different terms and conditions and timelines for chargebacks.
You might have to start the chargeback process within a certain time period from the date of the transaction or the agreed date of delivery, e.g., 120 or 180 days.
If you want to go down that route, you should contact your bank as soon as possible to ensure you have enough time to do so.
