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.
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.
We
will not credit shipping costs for the Returned
Merchandise.
If
approved for return and merchandise is Un-USED; it
is subject to a minimum of 25% restocking charge.
If
approved for return and merchandise is USED; it is
subject to a minimum of 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 credit. Credit will be paid by check.
The
deposit on custom equipment is nonrefundable once
design work on the piece or project has begun.
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.
This policy does
not apply to custom equipment, which is not
returnable.
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
Please visit our main site for all your soap
making and candle melting needs at SoapEquipment.com
This site is owned and operated by Willow Way,
LLC and SoapEquipment.com - Trusted Names in the HandCrafted Bodycare
Industry since 1996.
Items ordered on this site are handled through
SoapEquipment.com's Shopping Cart. Shipping is handled by Willow Way, LLC.
Please call if you have any questions or concerns.
* 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.
