Holst store customers

You have shopped at the Holst Porzellan factory outlet

and now expect quick help with a complaint resolution

• for breakage and damage on receipt of goods
• in the event of a defect or quality problem
• 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, unlike in distance selling (online retail), other rules, rights and obligations apply to returns in bricks-and-mortar retail.

For many goods, some of which you have purchased considerably cheaper and at a reduced price in our factory outlet, additional circumstances apply that make it difficult to return goods.

Breakage on receipt of the goods

In contrast to online deliveries, which are handed over to the customer by haulage companies and parcel services, the customer himself takes delivery of our goods in the factory outlet or porcelain store. Our staff are required to check the integrity of each item at the checkout in the presence of the customer. The express waiver of a customer not to carry out an inspection is therefore at the customer's own instigation and risk.

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. One of the tasks of a factory outlet is to sell faulty and defective goods at a corresponding discount outside the usual flow of goods. By inspecting the goods at the checkout point, the buyer agrees to the design and quality of any defects.

Wrong order or not to your liking

A plate doesn't fit in the dishwasher or the spouse doesn't like the cup. There are many individual reasons why a consumer may want to return goods to a supplier. In principle, our staff are not obliged to take back any goods. Nevertheless, we do not want to leave any customer out in the rain with their grief. Please speak to our staff on site and bring the affected goods with you. If possible and with a comprehensible explanation, a goodwill solution will usually be found to realise the return of normal commercial quantities within 14 days. Please understand that the value of the returned goods will not be refunded as a monetary amount, but as an exchange or credit note.

You are satisfied and everything is okay

Then we look forward to you shopping with us again soon.