Holst reseller
You have made an online purchase from Holst Porzellan as a reseller
and now expect quick help to resolve the complaint
- for breakage and damage on receipt of goods
- in the event of a defect or quality problem
- in the event of incorrect delivery and missing quantities
- if you are not satisfied or for other reasons
- with general information on the subject of complaints
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 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 by e-mail: Write to us, stating the document number (order, delivery note or invoice), stating exactly what has broken and take a few photos of the document 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 by a new delivery or credit note at your request. Please do not return any broken goods to us before we have asked you to do so. After receiving your notification of breakage, we will contact you as soon as possible to solve the problem.
Breakage after receipt of the goods
The transfer of risk of breakage of goods ends for the supplier and carrier when the goods are handed over to the customer or his authorised representative. Even in the case of a "free domicile" agreement, storage, i.e. even the transfer from the lorry to the warehouse - see picture above - is at the risk of the buyer. This is the reason why lorry drivers refuse to take part in either the loading or unloading of a freight consignment. The acceptance of goods imposes a number of obligations on the trader and the merchant. Accordingly, the notification of defects breakage after receipt is usually legally recognised as a breach of duty and is not recognised by us as a reason for complaint.
In the event of a dispute, the retailer replies "... how are you supposed to check a consignment of 5,000 plates piece by piece..."? We, on the other hand, have to ask ourselves "...what routes, forklift trucks and reloading processes have the 5,000 plates travelled in the customer's warehouse...?" As the law grants each contracting party specific rights and obligations at this point, it is advisable not to deviate from this regulation.
Shortages 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. For an assessment of the quality problems, it is very important for us to receive documentary photos from you. 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 on 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 quality discount. 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.
The customer has ordered incorrectly, does not like it and other reasons
This return request is usually the result of a drop shipment that a retailer has ordered from its supplier for a customer. In complaints of this kind, it is not always easy for the retailer to recognise and comply with its contractual obligations, especially as the source of the error is often attributable to the executing staff rather than the structure of a commercial transaction. From a commercial and legal point of view, the categorisation of such errors is very simple: the contractual partners for the goods transaction are the retailer and Holst Porzellan and not the customer of the retailer and Holst Porzellan. Please never 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.
Returns 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 quantities ordered, most of which have already been delivered? Quite simply: back to the manufacturer! What is forgotten: All contracting parties are full professionals and should know - and stand by - what they are doing! In the professional business, everyone is responsible for their own mistakes and any unforeseen 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.
Goodwill returns from our dealers
The term "goodwill" defines a voluntary concession between contractual partners in business transactions without a specific legal obligation and with the intention of maintaining or expanding the business relationship through accommodating behaviour. The merchant additionally explains goodwill as the fulfilment of services provided by one of the contractual partners outside of any contractual obligations as a special act of performance in appreciation of the business relationship. So if our reseller decides to take back goods from his end customer as a gesture of goodwill, this is done in recognition of the business relationship with his customer. This in no way transfers a goodwill claim or even the value of an end customer to the manufacturer. The goodwill of a reseller is, like the turnover and profit, for his own account and at his own risk.
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 look forward to a continued good business relationship with you and your colleagues.