Product Warranties & Guarantees

Artis Performance Warranty

At Artis UK, we supply tableware designed to perform in demanding hospitality environments. The Artis Performance Warranty sets out how we support the performance of our products when they are used correctly in professional food-service operations. This document explains clearly what is covered, what is not, and how we assess and  support any claims.

5 YEAR EDGE CHIP & 3 YEAR GLAZE COVER (Full Terms)

1.  Products Covered

This warranty applies to:

• Selected porcelain and Noble China Bauscher and Schonwald products sold and delivered to UK customers via Artis UK.
• Selected Heart & Soul* products, as agreed at the point of sale.

This warranty does not apply to:

• Bespoke/decorated products.
• Playground products.
• Products supplied to hire or rental companies.
• Saturnia products.

2.  Warranty Period

• Edge Chip Warranty: 5 years from the date of original invoice.
• Glaze Warranty: 3 years from the date of original invoice.

The warranty applies to the original purchaser and the original delivery location.

3.  Scope of Cover

3.1  Edge Chip Warranty

We cover edge chipping on flatware items including plates, bowls and platters. A valid claim is where:

• The chip originates from the rim or outer edge of the product.
• The product has been used under normal professional food-service conditions, including serving, washing and storage.
• The damage is not attributable to a specific impact or handling incident. For clarity:-
  • Use in pizza ovens is excluded.
  • Breakage of any kind, whether full or partial, is not covered.

3.2  Glaze Warranty

We cover unusual glaze abrasion where the level of wear is beyond what would reasonably be expected in a professional environment. This applies where:

• Products are used under normal operating conditions.
• Correct washing, handling and storage practices are followed.

*The glaze warranty does not apply to the Heart & Soul range.

4.  What is not covered

To ensure clarity, the following are outside the scope of this warranty:

Edge Chip exclusions

• Breakage, cracking or shattering.
• Chips caused by dropping, knocking or incorrect stacking.
• Chips away from the rim or edge.
• Damage caused during transport or handling.

Glaze exclusions

• Normal wear and tear over time.
• Scratching or marking caused by economy or low-grade cutlery.
• Any decorated or bespoke finished products.
• The Heart & Soul range.

General exclusions

• Hollowware including cups, mugs, teapots and jugs.
• Handles, spouts, knobs or lids.
• Products used outside professional food-service environments.
• Products not maintained or handled in line with standard hospitality practices.

5.  Use & Handling Expectations

This warranty is based on products being used in a professional and controlled environment. This includes:

• Appropriate stacking and storage.
• Correct use of dishwasher settings and chemicals.
• Safe handling during service.

Failure to follow normal operational practices may result in claims being declined.

6.  Cutlery & Glaze Performance

Cutlery quality has a direct impact on glaze appearance. Lower-grade or economy cutlery can cause visible marking and accelerate wear. This type of marking is a  recognised characteristic of use and is not considered a product fault. Using higher-quality cutlery will help maintain the finish over time.

7.  Warranty Registration

To activate the Artis UK Performance Warranty:

• Products must be registered with Artis UK by completing the form – Click here to view/download the warranty registration form.
• Registration must be completed within 30 days of the original invoice date.
• Proof of purchase must be provided.

Warranty support is subject to successful registration.

8.  Making a Claim

If you believe you have a valid claim:

• Contact your Artis Sales Manager, distributor, or the Artis Customer Care Team.
• Provide proof of purchase and details of the issue.
• Photographic evidence is usually sufficient, although samples may be requested.

9.  Claim Assessment

All claims are reviewed by Artis UK. We may:

• Request physical samples for inspection.
• Visit site to review operating conditions.
• Refer products to the BHS Tabletop laboratory in Germany for further analysis.

Artis UK reserves the right to determine whether:

• The product failure falls within warranty scope.
• Usage conditions meet normal professional standards.

10.  Resolution

Where a claim is approved:

• Only the affected items will be replaced or credited.
• Replacement will be like-for-like, subject to availability.

The warranty period will not be extended following a claim. Artis UK reserves the right to limit or decline further claims where patterns indicate use outside normal professional conditions.

11.  Fair Use

The Artis UK Performance Warranty is designed to support genuine product performance issues. It is not intended to replace items damaged through:

• Impact or handling.
• Operational practices.
• General wear and tear.

All claims are assessed on a fair and reasonable basis, taking into account the operating environment and usage.

12.  Our Commitment

When used correctly, our products are designed to perform consistently over time. Where they do not meet expected performance, we will review the situation carefully and respond in a fair, practical and professional manner.