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Willow Way LLC

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9:00AM - 5:00PM

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Serving Our Handcrafted Industry to over 145 Countries & Thousands of Cities since 1996 -

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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:

870-429-8230

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...

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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RETURNS MUST BE AUTHORIZED. Our obligation is to repair a faulty product, offer tech support in the use of a product. Saying, it is just not wanted anymore, you are not happy with it or do not want it because it requires a repair which is covered under warranty is not acceptable grounds for a return without a Restocking Charge.

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Before contemplating a Return, understand the nature of what it is you are having difficulty with. The equipment sold on this site is dedicated to manufacturing, and requires the use of products made by other companies to create an end product. It also requires a formulation created and put together by you to produce a product. For Example; a Lip Balm Tray, will require a tube of some sort. If the manufacturer of that tube makes a mistake in their product then that product will likely have a problem working with your tray. If the Citric Acid you purchased is old and has sat in your suppliers warehouse for months, and has soaked up moisture, you will have to change your methods in using your Bath Bomb Press or exchange the Citric Acid.

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Understand that our products have been used time and again, by hundreds of customers. We can make errors in producing a product, just as manufacturers of autos, TVs, refrigerators, etc. but these products are not making something that requires your formulation to work, and raw products to produce an end use. You are a manufacturer, and are now using equipment that requires patience, diligence, discipline and a desire to learn. It is no different than a carpenter acquiring the skill to use a power saw, safely and efficiently or an aspiring chef learning to cook. It does take time.

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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 of 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, 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 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 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

Warranty Information

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Products manufactured by Willow Way, LLC, are warranted for one (1) year (parts & labor), to be free from defects in material and workmanship under normal use, commencing from the date of delivery to customer.

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All Willow Way warranties apply to the customer or Original Owner (the individual or company who purchased the product) and are Non Transferable.

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Willow Way will pay shipping for 90 days from date of delivery to and from the purchasers address this is included in warranty for products manufactured by Willow Way, LLC.

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Restrictions. The above warranty does not apply if the Product (a) has been altered, except by Willow Way or its authorized representative, (b) has not been installed, operated, repaired, or maintained in accordance with instructions supplied by Willow Way, (c) has been subjected to abnormal physical or electrical stress, abnormal environmental conditions, misuse, negligence, or accident.

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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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Some products might only need a part removed and only that part returned. This will require you to disassemble and re-assemble the part or parts (instructions will be provided).

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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 becomes 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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We cannot send out a replacement before receiving your defective equipment and inspecting it to determine if it needs repaired or replaced. In some cases we can send out the replacement immediately once you have provided a valid credit card and signed an authorization form. Once the defective item is received we will issue a credit to your card.

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Prior to shipping back any parts or equipment please contact us for return authorization and complete instructions.

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Products not manufactured by Willow Way will be covered by the original manufacturer’s 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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We reserve the right to make changes without prior written notice.

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Customer's sole and exclusive remedy and the entire liability of Willow Way, LLC under this warranty will be, at Willow Way’s or its service center's option, shipment of a replacement part within the warranty period or an RMA to return the item to Willow Way. Willow Way replacement parts used in product replacement may be new or equivalent to new. Willow Way’s obligations hereunder are conditioned upon the return of affected product in accordance with Willow Way’s or its service center's then-current Return Material Authorization (RMA) procedures.

 

Shipping Policies

Please visit our Ordering Page for complete details on shipping.

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.

Read our complete Privacy Policy Here

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)

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Willow Way LLC - Home Office

12873 W E Oler Road

Hagerstown, IN 47346

Sales, Design & Engineering

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

Click Here to Contact us

Willow Way LLC - Arkansas Office

Sales and

Customer Service

Phone: 870-429-8230

Click Here to Contact us

Willow Way LLC - Richmond Office

Richmond, Indiana

Web Design and

Marketing

Click Here to Contact us

 

USA - Office Hours: Eastern Time Zone - Monday thru Friday - 9:00AM - 5:00PM

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Willow Way, LLC Family of Web Sites

SoapCutters.com

BathBombStore.com

SoapMold.net

WaxMelt.com

Copyright © 1996-2014 Willow Way, LLC. All rights reserved Worldwide

Use of this website signifies your agreement to the Terms of Use * 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. Please visit the links above for more information including latest pricing, availability, and restrictions on each offer. 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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