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Willow Way LLC Logo

Willow Way, LLC

Manufacturing & Design

Soapmaking Equipment and

Soapmaking Systems

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Customer Service
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:

972-620-1108

Fax:

972-243-0034

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.

Also check out our Video Page to see some of our products in action...

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 the Unsubscribe at the bottom of your e-mail.

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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Warranty repair and/or replacement: You must first contact customer service and receive an RMA if we determine that your equipment needs returned to us.
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We cannot send out a replacement before receiving your defective equipment and inspecting it to determine if it needs repaired or replaced.

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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.

Cancelation and Merchandise Returns

Cancelation:

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Order cancellation must be received within 12 - 24 hours of placing order.

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Cancellation is not guaranteed until you receive an email confirming cancellation of your order.

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Once an order has been entered into the processing system it cannot be changed and/or canceled.

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The deposit on custom equipment is nonrefundable once design work on the piece or project has begun.

Returns:

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Click here to fill out a Return Request Form... or

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Please fax Return Request to, 765-458-6571 or email to sales@soapequipment.com

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The Return request form must be received within 10 days from delivery, in order to obtain a Return Authorization Number and return instructions.

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We will not credit shipping costs for the Returned Merchandise, and you must pay shipping to us.

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If approved for return, and the merchandise is Un-USED; it is subject to a minimum of 25% restocking charge ($10.00 minimum). Any product that came in a Factory sealed carton or box that has been opened, is considered USED.

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If approved for return and the merchandise is USED; it is subject to a minimum of a, 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 Store Credit.

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Items showing signs of misuse or consumer abuse will not be accepted for return or store credit, and will be returned to customer. Customer must pay cost of shipping.

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If an item is defective, the manufacturer of the item will either repair or replace the defective item under their warranty. Any misuse such as using, installing the product incorrectly or any damage caused by customer voids manufacturer's warranty.

 

We build and sell our equipment with pride, in its quality, and in its ability to serve you, our customer. We are not a discounter or department store that expects returns. If you do not agree with the terms above, please do not submit your order.

 

This policy does not apply to custom equipment, which is not returnable.

IMPORTANT - Please make sure your computer meets the requirements before ordering SoapMaker Software- NO REFUNDS ON SOFTWARE

Shipping Policies

Please visit our Ordering Page for complete details on shipping.

Used Soap Making Equipment

Used Equipment:

We seldom sell used equipment, but from time to time you might find a used piece of our quality soap making equipment for sale elsewhere.

Our equipment is built to last a very long time under normal conditions.

Warranty is provided to original purchaser and is Non Transferable.
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We can provide customer service on these pieces at an hourly rate of $35 USD, or portion thereof.
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It would be helpful if you would provide the name of the person or company you purchased your used equipment from so we might determine the model and time of manufacture.

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If possible provide us with a description of the condition of your used purchase, accessories included etc.

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Send us a picture of the equipment if possible when requesting service.

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A PDF version of the instruction manual can be provided once we verify the original purchaser. (e-mail FREE, Mailed $6.00)

All Prices USD

Willow Way also carries a complete line of

Soap Molds and Soap Making Accessories!

 

Authorize.Net

Merchant Services

Willow Way LLC

Home Office

12873 W. E. Oler Road

Hagerstown, IN 47346

Phone: 765-886-4640  |  Fax: 765-886-4644

Click Here to e-mail Us

Dallas Office

Dallas, Texas

Phone: 972-620-1108 | Fax: 972-241-5292

e-mail our Dallas Office

Richmond Office

Richmond, Indiana

US - Eastern Time Zone - Monday thru Friday - 9:00AM - 5:00PM

Copyright © 1996-2012 Willow Way, LLC. All rights reserved Worldwide

Please visit the links above for more information including latest pricing, availability, and restrictions on each offer.

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* All specials are for a limited time only. Offers cannot be combined with any other discount, offer, promotion or special incentive program and are not valid on: (a) prior purchases, (b) prior quotes or offers. Void where prohibited.

Prices are in U.S. dollars (USD). All prices and product availability subject to change without notice. Unless noted, prices do not include shipping and applicable sales taxes.

Please call or e-mail us with any questions or to place an order.

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