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.
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.
an order has been entered into the processing
system it cannot be changed and/or canceled.
deposit on custom equipment is nonrefundable
once design work on the piece or project has
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
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.
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.
Return request form must be received within 10
days of delivery, in order to obtain a Return
Authorization Number and return instructions.
will not credit shipping costs for the Returned
Merchandise; You must pay shipping to us.
Not Refundable: Shipping, Any
applicable Handling Fees, Any applicable
Convenience Fees, Any applicable sales
taxes, customs, duties or any other import
approved for return, and the merchandise is
Un-USED; it is subject to a restocking charge up
to 25% ($10.00 minimum). Any product
that came in a Factory sealed carton or box that
has been opened, is considered USED.
approved for return and the merchandise is USED;
it is subject to a restocking
and refurbishing charge up to 50%.
the merchandise has been received and inspected,
we will notify you by e-mail or fax, the amount
of Store Credit.
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.
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
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
Please make sure your computer meets the
requirements before ordering SoapMaker Software- NO REFUNDS ON
IMPORTANT - NO
REFUNDS ON BATH BOMB PRESSES
NO RETURNS on
Electrical items if used, i.e. Motors, Heaters etc.
Products manufactured by
Willow Way, LLC, are warranted for one (1)
year (parts & labor) from date of delivery,
to be free from defects in material and
workmanship under normal use.
Bomb molds are warranted for 120
days from date of delivery, and must be used on a Press
made by SoapEquipment.com. Used in
any other way or by any other
method, automatically voids
warranty. Proof of purchase may be
Soap cutting wire
breakage is not warranted.
Bucket, Drum Band
heaters and Ball Valve Band Heaters
are warranted for 180 days from date
Stamps, Bath Bomb &
Soap are warranted for 120 days from
date of delivery.
All Tank -
Thermostats, Elements, Cords and
Ball Valves are warranted for 180
days from date of delivery.
All Willow Way warranties apply to the customer or
Original Owner (the individual or company who
purchased the product) and are Non Transferable.
Willow Way will pay shipping for 90 days from date
of delivery to and from the purchasers address for
Warranty Returns for equipment and products
manufactured by Willow Way, LLC.
Restrictions. The above warranty does not apply if
a) has been altered, except by Willow Way or its
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.
Products i.e. Bath Bomb Presses and Cutters
are designed to be used with our molds and
cutting frames. Using other parts or molds
with these products will void warranty.
e) Use of Bath Bomb molds, Cutting Frames
and Soap Molds with other than Willow Way
equipment will void warranty.
f) WEIGHTS SHOWN – ARE APPROXIMATE,
will vary depending on formula,
pressure, oil, water, amount of
material, coarseness of ingredients,
etc. THICKNESS / HEIGHT, will vary
depending on formula, pressure and
amount of material. There are no
refunds or exchanges based on
“Differed Opinion” of Weight and or
g) NO RETURNS on Electrical items if
used, i.e. Motors, Heaters etc.
Warranty repair and/or replacement: You must first
contact customer service and receive an RMA if we
determine that your equipment needs to be returned to us.
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).
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 becomes
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.
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
Prior to shipping back any parts or equipment
please contact us for return authorization and
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.
If in doubt when purchasing, as to which products
are not manufactured by Willow Way, please contact
We reserve the right to make changes without prior
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: (1) shipment of a replacement part
within the warranty period or (2) 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)
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.
Use of this website
signifies your agreement to the
* 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)
$30 minimum purchase (excluding shipping and tax) . 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.