Holst business customers

You have made an online purchase from Holst Porzellan as a business customer

and now expect quick help to resolve the complaint

  

 

We regret that you are not satisfied with our goods or that damage has occurred and that you now have to deal with a complaint. This guide is intended to help you to resolve your complaint as quickly, easily and effectively as possible. It goes without saying and is also a sign of good practice that goods that are defective or faulty or do not fulfil the warranted characteristics will be exchanged. This procedure is prescribed by law. However, even in the case of obvious and justified defects, the principle of no return of goods without a return note applies! The place of fulfilment for returns is always our warehouse in Bielefeld and not our headquarters in Halle/Westphalia. For this reason, never initiate an unauthorised return, as this will reduce your claim for compensation.

Breakage on receipt of the goods

As a rule, the quantities purchased by commercial customers are larger than those of private customers. For this reason, the majority of commercial goods are delivered by a forwarding agent and not by a parcel service. As a commercial buyer, you are obliged to make a note of any damage to the packaging on the shipping document and to accept the goods "with reservations". This information is also important for us when processing a breakage claim.

Report breakage damage conveniently online: Use our online form. This is the quickest and most convenient way for you.

Report breakage damage via WhatsApp: Make a note on the delivery note under the relevant receipt item of which item has suffered breakage and in what quantity and take a few photos of the receipt with your mobile phone. We also need a copy or photo of the consignment note. Please send us these documents via WhatsApp to +495201849551.

Report breakage damage by e-mail: Please write to us stating the document number (order, delivery note or invoice) of what exactly has broken and take some photos with your mobile phone. Please send us these documents together with a copy of the shipping documents by e-mail to office@holst-porzellan.de

We will replace the proven breakage at your request by means of a new delivery or credit note. Please do not send us any broken goods before we have asked you to do so. After receiving your breakage report, we will contact you as soon as possible to solve the problem.

Deficiency and quality problems

Porcelain is an earthenware product fired in a kiln and is usually made by hand. Such items are subject to a large number of production-related tolerances. Such faults can actually slip through to us as defects. Please help us to process your complaint quickly and easily. It is very important for us to receive documentary photos from you in order to assess the quality problems. It should be easy to recognise the item and the defect. A missing, warranted characteristic is also a defect and should be reported in the same way. Please remember that minor deviations in dimensions, minor colour deviations or minor shrinkage tolerances do not constitute a defect.

Report quality defects online: Use our online form. This is the quickest and most convenient way for you.

Report quality defects via WhatsApp: Make a note on the delivery note at the respective document item of which article has a quality defect and in what quantity, take some photos with your mobile phone and send us these documents to +495201849551.

Report quality defects by e-mail: Please write to us, stating the document number (order, delivery note or invoice), which item has a quality defect and in what quantity, and take a few photos with your mobile phone. Please send us these documents by e-mail to office@holst-porzellan.de

We will replace the proven quality defect by subsequent delivery or by a corresponding reduction in quality. Under no circumstances should you return defective goods to us before we have asked you to do so.

Incorrect delivery & missing quantities

We also only employ people who occasionally make mistakes. However, it also happens that items or parcels "simply disappear". The cause of a wrong or incorrect delivery is quickly clarified.

Report incorrect or faulty deliveries online: Use our online form. This is the quickest and most convenient way for you.

Report incorrect or faulty deliveries via WhatsApp: Note on the delivery note which document item was delivered incorrectly or was missing. In the case of an incorrect delivery, please add which item was delivered instead of the requested item. Please send us these documents to +495201849551.

Wrong or incorrect deliveries by e-mail: Please write to us stating the document number (order, delivery note or invoice) and which document item was delivered incorrectly or was missing. In the case of an incorrect delivery, please add which item was delivered instead of the requested item. Please send us these documents by e-mail to office@holst-porzellan.de

Incorrect deliveries and missing consignments can be prosecuted against the carrier up to and including criminal charges. Therefore, truthful information is urgently required.

Ordered incorrectly, don't like it and other reasons

A food platter does not fit in the dishwasher or the chef does not like the plate. As a commercial customer, you have no right of cancellation and no fundamental right to return the goods if you have already received them. Please never simply send goods back to Holst Porzellan without a returns note, as otherwise we will have to refuse acceptance and the process will become unnecessarily complicated and expensive. Here are some examples from the past.

 

Wrong size

The plate doesn't fit in the dishwasher, the baking tin doesn't fit in the salamander, or the coffee mug doesn't fit under the portafilter; there are 1,000 reasons why porcelain doesn't fit. Too small, too big, too thick, too heavy, too thin, too white - there is no characteristic that has not been mentioned before. In these cases, it is actually an oversight or a misjudgement on the part of the end customer and not a complaint.

To avoid the risk of misjudgement by our customers, we provide unrivalled product information (as of 1/2022). Each item in our online shop is described in detail with its material, quality, size, weight and special features. A large part of the collection is even provided with "advice" on the item sheet, in which we also give recommendations for use and exclusion information. 

In commercial transactions, incorrect purchases do not constitute grounds for cancellation! But of course we are not brutes and will not leave the customer alone with the faulty goods. We are always willing to talk to our customers and usually find a satisfactory solution. Link here.

 

Return after use

Many textile stores protect their fashion with a so-called wear protection (large, clearly visible label), after the removal of which an exchange is generally excluded. In this way, the industry protects itself against the return of worn items. Unfortunately, such protection is not possible with porcelain and for the layman, the plate usually looks the same after washing. But not for us! Starch, grease, calcium and detergent residues are measurable for us and expose the person returning the dishes as a "rogue". In some cases, we were even able to reconstruct the menu from food leftovers that had not been removed. Such incidents are not in the spirit of partnership and are not recognised by us. We will dispose of used goods at the customer's expense if a request to take them back is not complied with immediately. As a rule, the money is then lost.

 

Return due to cancellation or no-shows

Inglorious return requests also include cancellations, cancelled bookings and events. What is particularly annoying is that large numbers are usually affected. A cancelled wedding, a bereavement or simply a bad weather front in summer and a planned major event is cancelled. Especially in times of corona lockdowns, no-shows are very difficult to digest for everyone involved.

So what to do with the ordered quantities, most of which have already been delivered? Quite simply: Back to the supplier! In many places, it may be forgotten why a merchant has a business registration or an extract from the commercial register before entering into a business relationship on a commercial level! It ensures full contractual security for all transactions within the meaning of the German Commercial Code (HGB) and excludes the private and consumer protection enshrined in the German Civil Code (BGB) (e.g. Section 381 BGB). To put it simply: both contracting parties legitimise themselves as full professionals who know what they are doing! In the professional business, everyone is responsible for their own mistakes and all unforeseeable events.

 

Taking back large quantities

Whether it's a cancellation, an unsuccessful reopening or a cancelled event - the desire to return large quantities poses a problem for all contracting parties. The larger the quantity, the more difficult it is to find a solution. To understand this, here is a look behind the scenes. Maintaining a collection of 4,000 items and ideas in porcelain requires not only liquidity and space, but above all precise planning and scheduling. The delivery of a "larger quantity" of our porcelain to a customer usually triggers a new production run the following day or a call-off from one of our surplus warehouses. However, at the latest one week after the goods have been dispatched, the item concerned is included in a new production plan. Once an order has been placed, it cannot simply be cancelled. In other words, a return would result in the storage of twice the quantity, namely the return itself and the acceptance of the new production. A look at our warehouse makes it clear that there really is no space for returns of larger quantities.

 

Procedure for withdrawals for other reasons

In such cases, we need to talk to each other "at eye level". Please send us the return form so that the business or sales management can prepare for a telephone call with you and all checks and details are already available during the conversation. We will endeavour to arrange a return within the scope of our customer service and possibilities. However, you should be aware of the following conditions in advance. 

  • There are no outstanding receivables (unpaid invoices)
  • Only undamaged and unused goods will be taken back.
  • The original cardboard boxes, set boxes and master boxes are undamaged.
  • The time of delivery is a maximum of 14 days ago.
  • The return transport is at the expense of the person returning the goods.
  • The risk of breakage during return transport shall be borne by the returning party.
  • Reduced goods and 2nd choice items are generally excluded from return.
  • The returning party recognises a handling costs discount of 25%.
  • The return value is only noted as a credit note and not refunded as money. 

 

 

You are satisfied and everything is okay

Then we would be delighted to receive a positive rating from Trusted Shops. As a customer, you can enjoy many shopping benefits and interesting information about porcelain and tableware if you subscribe to our newsletter or register as a customer. 

 

 

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