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Willow Way, LLC
Manufacturing & Design
Soapmaking Equipment and
Soapmaking Systems
For Email Marketing you can trust!
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.
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
Warranty is provided to original purchaser and is
Non Transferable.
One year parts and labor for products manufactured
by Willow Way LLC.
Paid shipping for one year to and from the purchasers address is included in warranty for products manufactured by Willow Way LLC.
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.
If in doubt when purchasing, as to which products are not Willow Way products; please contact us
Wire breakage is not included in the warranty, extra wire is supplied with each soap cutter.
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.
We are not responsible for loss of, time, materials or labor costs in any way.
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.
We cannot send out a replacement
before receiving your defective
equipment and inspecting it to
determine if it needs repaired or
replaced.
Prior to shipping back any parts or equipment please contact us for return authorization.
We reserve the right to make changes without prior written notice.
Cancelation and Merchandise Returns
Cancelation:
Order
cancellation must be received within 12 - 24
hours of placing order.
Cancellation is not guaranteed until you receive
an email confirming cancellation of your order.
Once
an order has been entered into the processing
system it cannot be changed and/or canceled.
The
deposit on custom equipment is nonrefundable
once design work on the piece or project has
begun.
The
Return request form must be received within 10
days from delivery, in order to obtain a Return
Authorization Number and return instructions.
We
will not credit shipping costs for the Returned
Merchandise, and you must pay shipping to us.
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.
If
approved for return and the merchandise is USED;
it is subject to a minimum of a, 50% restocking
and refurbishing charge.
Once
the merchandise has been received and inspected
we will notify you by e-mail or fax, the amount
of Store Credit.
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.
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
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.
We can provide customer service on these pieces at
an hourly rate of $35 USD, or portion thereof.
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.
If possible provide us with a description of the
condition of your used purchase, accessories included etc.
Send us a picture of the equipment if possible
when requesting service.
A PDF version of the instruction manual can be
provided once we verify the original purchaser. (e-mail FREE,
Mailed $6.00)
Select a Category to view the
associated Frequently Asked Questions
* 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.
