Our Policy
Customer service is number one at Willow Way and SoapEquipment.com. If you need to contact us for any customer service issue, please feel free to do so. We will work with you to solve any problem (s) that may arise.
How to contact customer service:
Mail:
Willow Way LLC
12873 W. E. Oler Road
Hagerstown, IN 47346
Phone:
765-886-4640
Texas:
972-620-1108
Fax:
765-886-4644
E-mail addresses:
Customer Service
Sales Department
Website Issues
When to contact us
Please
Check the Questions page first. If this does not answer your questions, then please contact us.
Privacy Policy
Any information you provide to us will be kept confidential and used to support your customer relationship with SoapEquipment.com and Willow Way LLC. Among other things, we want to help you quickly find information on SoapEquipment.com and alert you to product upgrades, special offers, updated information and other new products and services from SoapEquipment.com and Willow Way LLC.
Information regarding you (such as name, address and phone number) or your order and the products you purchase will not be given or sold to any outside organization.
We will send you information about our various products and services, or other products and services we feel may be of interest to you.
At any time you can easily opt-out of receiving further marketing e-mails from SoapEquipment.com and
Willow Way LLC by just Clicking Here
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Warranty Information
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Warranty is provided to original purchaser and is
Non Transferable. |
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One year parts and labor for products manufactured
by Willow Way LLC. |
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Paid shipping for one year to and from the purchasers address is included in warranty for products manufactured by Willow Way LLC. |
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Products not manufactured by Willow Way LLC will be covered by the original manufacturers warranty. In general, body care and soap manufacturing equipment such as Soap Cutters, Soap Molds, Soap Oil - Candle Wax Heaters, Soap Stampers, Bath Bombs, are products manufactured by Willow Way LLC.
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If in doubt when purchasing, as to which products are not Willow Way products; please contact us |
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Wire breakage is not included in the warranty, extra wire is supplied with each soap cutter. |
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If we determine that the failure was due to negligence, abuse or
misuse, the customer is fully responsible for shipping, parts and labor for that part of the failed condition. |
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We are not responsible for loss of, time, materials or labor costs in any way. |
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Prior to shipping back any parts or equipment please contact us for return authorization. |
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We reserve the right to make changes without prior written notice. |
Merchandise Returns
If you want to return a piece of merchandise for
a credit, you must first receive an RMA (Returned
Merchandise Number) from us. Please call
765-886-4640.
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We will not credit shipping costs for the
Returned Merchandise. |
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If approved for return and merchandise is
Un-USED; it is
subject to a minimum of 25% restocking charge. |
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If approved for return and merchandise is
USED; it is
subject to a minimum of 50% restocking and
refurbishing charge. |
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Once the merchandise has been received and
inspected, we will notify you by e-mail or fax
the amount of credit. Credit will be paid by
check. |
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The deposit on custom equipment is
nonrefundable once design work on the
piece or project has begun. |
This policy does not apply to custom equipment,
which is not returnable.
Damage Claims / Order Errors
Things do happen, whether it’s human error in
filling the order or damage in shipment, whatever
the case, please inspect your shipment upon
delivery.
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You should at immediately report any losses, shortages or damage to the delivery person. |
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Call, fax or email us, with details as to the extent of damage. |
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Save damaged goods, cartons and packaging materials until the claim is settled. |
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We will either ship replacements to you or allow credit on the next purchase. |
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In the event the contents do not match the packing slip, or the items or quantities are not what you expected, please notify us immediately by phone, fax or email. |
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We will correct any errors that we have made right away. |
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There are no returns; except for replacement due to shipping damage or order filling error. |
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The deposit on custom equipment is
non-refundable once design work on the piece
or project has begun. |
Note:
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Claims must be made within five days of receipt of shipment. |
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