Guarantee & Warranty
Collection of topics on warranty & guarantee
1928 - A guarantee commitment
Porcelain from Holst has been available since 1928! What has lasted for so many years must met the demands of customers and end users for decades. This is why we give our guarantee conditions the name 1928.
Without expressing any legal acknowledgement, we live and work according to the motto: Almost anyone can sell well but only very few can satisfactorily resolve complaints.
However, over the decades of our work we have had to learn that a benevolent willingness to compromise to repair damage is also misunderstood or even exploited. One day we will write an illustrated book about the multitude of such partly fictitious complaints, because every complaint and report about quality defects is stored and archived in our company.
However, if a defect is justified, we will do everything we can to find a satisfactory solution in proportion to the damage and its repair. This is our guarantee promise 1928.
Complaint ability of the customer
The ability to judge, make complaints and act as a gesture of goodwill in the event of a loss presupposes, however, like the legal transaction of the purchase, a two-sided legal capacity! And that is often the problem. The customer should be able to judge a complaint as such and should know porcelain with regard to its natural tolerances and craftsmanship. We therefore describe the production-related peculiarities of the goods openly and bluntly in our "knowledge" (merchandise information), describe a multitude of recurring events in the "Defects and Faults" section and give tips and instructions for the daily handling of these goods on our page "Buy & Use".
Please accept this offer before you make a complaint.
Warranty claims
Holst Porzellan is liable for the serviceability of its goods within the scope of the warranty obligation within the legal framework.
- The cause of the damage must exclude a defective use.
- Essential properties of the goods were not provided (catalogue liability).
- The law of the Federal Republic of Germany always applies.
- Maximum for a liability damage up to 3.000.000 EUR.
- Other terms and conditions of buyers and resellers are generally not observed.
Warranty cases
The definition of the warranty case is part of the GTC (General Terms and Conditions) and can be read there.
Examination obligation of Holst Porzellan
The warranty of porcelain is subject to two basic factors: use in accordance with the requirements and durability. Since mid-2005, we have had our goods regularly tested by laboratories and institutes with regard to their suitability as foodstuff commodities. We can therefore exclude the possibility that our goods pose a potential danger for use in accordance with requirements. Therefore our goods are completely suitable for:
The only remaining hazards are the change of the thermal environment (cold to heat / heat to cold) and the mechanical stress (impact/impact/shock). We have sufficiently explained both topics in our product information with regard to their handling. If these tips are followed, porcelain has an almost unlimited service life and can be used for many years without hesitation.
Obligation of the user to check
Every user of the HoreCa industry must satisfy himself that the porcelain is suitable for use before handing them out to a guest or patient. This applies equally to glass, any kind of tableware and cutlery or to all items that come into direct contact with the guests.
If, for example, a handle stops during the rinsing of a coffee cup and breaks off when a hot drink is consumed, the consequences of this damage are to be borne by the person handing out the item and not by the manufacturer of the porcelain. Similarly, the use of porcelain requires adequate inspection and testing of the goods! If it turns out in retrospect that a piece of furniture has been scratched, for example, by a rough ring on the bottom of a plate, the issuer must also bear the damage, as he must personally convince himself of the trouble-free use of the tableware.
Non-observance of our instructions "Commissioning - the 1st use" invalidates the right to complain about many defects and damages. For this reason - and to ensure that you can enjoy using our products for many years - please observe these instructions.
Warranty in case of further and subsequent processing
As a manufacturer of white porcelain, we are often also a supplier for decorators who in turn, individually refine our white goods. Unfortunately, it has happened in the past that undesirable side effects have occurred during decorating firings (e.g. Tognana pastabowls break at >600 °C, or their glazes boil up), for which we are not responsible.
Important note for decal companies: For this reason and purely as a precautionary measure, we would like to point out that every decal company must test the suitability of our white goods himself before beginning with the decorative finishing. We are not liable for any damage caused by, during or after the decor firing! We do not guarantee our goods any properties with regard to further finishing! The different methods of decal making make this strict declaration necessary, as we have no influence or knowledge of the kilns used, their firing curves or the colours and decorations. Before placing an order, we will gladly send you the corresponding firing samples so that the decorator can test the suitability of our goods himself.
Guarantee for dimensions and contents
Porcelain from all countries and manufacturers has natural and production-related tolerances. Holst Porzellan is therefore not liable for the exact compliance with dimensions and contents. More.