Other FAQ sections: Products FAQ · System Technical Support

6 questions

Are you a factory or a trading company?

Both. Hydrorelax is the hydro massage brand of Hangzhou Proway Import & Export Co., Ltd. We run our own production base and also act as the export arm that consolidates the wider Chinese bathtub, spa and shower supply chain.

Our group covers four production units:

• Main factory (hydro massage components)
• Door glass factory (shower tempered glass)
• Control box factory (controllers and control panels)
• Spa cover factory (covers and roll-up covers)

Categories outside these four units are handled by long-term partner factories that we audit and manage directly. This structure is why one purchase order can cover jets, pumps, blowers, controllers, covers and shower hardware at the same time.

How long has Hydrorelax been in business?

Our industry experience starts in 2000 — our founder began exporting sanitary ware and hydro massage components that year. In 2005 the business was formally registered in Hangzhou, China as Proway. As customer requirements spread across bathtub, spa and shower categories, Proway built its own factory and launched Hydrorelax in 2016 as its dedicated hydro massage system brand. The sub-brand Relaxlines was registered in 2018.

Some of the customers we met at the Italian and Frankfurt exhibitions in 2001–2002 are still working with us today.

How many customers do you serve, and which countries do you export to?

We have served over 1,000 customers and export to more than 65 countries. Among them, 45 clients have worked with us for over ten years — the earliest since 2003. Annual export value is USD 15 million.

Our customer base is mainly SPA, bathtub and shower enclosure manufacturers across Europe, North America, Eastern Europe and Southeast Asia.

What is your R&D capability?

Core figures: 20% annual new-product growth, 50+ patents, 50+ certifications, 1,000+ design cases, 200,000+ sets exported, 99% customer satisfaction, 100+ original hydro system designs, and roughly 200 products developed each year.

Our development team is led by three specialists with 15+ years each in massage system design, shower room system design and industrial design, under CEO Jonny Jiang.

Standard development workflow: client requirements analysis → technical evaluation and proposal → sample development and testing → mass production and quality control → logistics and delivery → after-sales support and continuous improvement.

Why is your price higher than some other suppliers?

Price differences almost always trace back to specification differences, not to margin. The common gaps we see when buyers compare quotations:

• Material grade — 316 stainless steel versus 304, or brass versus zinc alloy in the same part. See 304 or 316 Stainless Steel Jets and Brass VS Stainless Steel Shower Mixer Valves.
• Surface finishing quality — with electroplating, base material purity and process stability decide service life, and neither shows up on a quotation. Our Products FAQ explains how to judge this using acid salt spray test data.
• Certification coverage — a certified part carries testing and compliance cost that an uncertified equivalent does not.
• Inspection depth — we run at least four inspection stages per order, detailed in our System Technical Support FAQ.
• Failure cost — one incompatible or corroding component can force a full system recall on your finished tub.

Send us a competitor quotation with specifications and we will map it line by line, showing exactly where the difference sits.

I am new to the spa or bathtub industry. Can you help?

Yes. We provide regional market consulting: we review which categories sell in your market, recommend the configurations local buyers actually specify, and build a component list around your target retail price.

If you already know the system you want but not the matching, we will do the matching for you — you give us the target price and function requirements, we return a complete system specification.

Further reading: How to Choose a Reliable Spa Components Supplier from China.

5 questions

Can I get samples? Are they free?

We provide 1–2 samples free of charge; you cover the shipping cost. For custom designs there is a sample charge, which is refundable once the order reaches the agreed quantity. For higher-value products, the sample fee can be waived on a second order.

Samples ship by air or express (DHL, UPS, FedEx, TNT, EMS) and normally arrive within 7 days. Some oversized items cannot travel by air.

Request through the Sample Request form or your sales contact.

What is your MOQ?

MOQ is set per item, because a moulded plastic fitting and a stainless steel jet face have very different production economics. Stock items generally have a low threshold; customised items, custom colours and branded packaging carry a higher one.

The following trigger an MOQ requirement: logo customization, colours outside the standard swatch, custom packaging, and custom moulds.

If your volume is below the standard MOQ, tell us anyway — where the item is in stock or can be combined with a running production batch, we will look for a workable arrangement.

Background: Spa Accessories Kits Wholesale FAQ: MOQ, Certifications, Compatibility & Lead Time Explained.

Do you offer volume discounts?

Yes. We work on a wholesale basis and the discount rate depends on product type and order quantity — higher quantity, lower unit price.

Mixed containers combining several categories also improve your landed cost per unit, because freight is shared across the whole order.

Are your prices fixed long term?

Quotations are valid for a defined period. If you need price stability across a season or a full year, we can sign a long-term cooperation agreement covering both price and supply continuity — this is the standard arrangement for buyers with recurring volume.

Can I mix different products in one order or one container?

Yes, and we recommend it. We plan container loading around the actual mix, accounting for both volume and weight limits, and we provide separate procurement, shipment and financial lists so that a delay on one component does not hold up the rest of your production schedule.

Where it suits you better, we can also ship in batches.

4 questions

Which certifications do your products hold?

We hold CE, UL, RoHS, CSA and cUPC certificates and can provide copies relevant to your country or region. Our plastic materials additionally comply with the European REACH standard.

If your market requires a certificate we do not currently hold, contact us — we will confirm feasibility for your specific item.

Do your products meet the standards of my country?

Requirements differ by market and by component. Electrical parts (pumps, blowers, heaters, controllers, LED systems) are the most regulated; mechanical fittings less so.

Tell us the destination market and the intended application, and we will confirm which of our certificates apply and which additional testing, if any, is required.

What export documents do you provide?

Every order includes the documents needed for clearance: commercial invoice, packing list and certificate of origin, plus any additional document your customs authority requires.

Tell us at order confirmation which documents your broker needs, and how they must be worded.

Do you support sustainability requirements?

Yes. For the European market we use a non-toxic, lead-free and recyclable raw material system, with all materials compliant with REACH and RoHS. On the production side we run energy-optimised processes to reduce waste and carbon output.

3 questions

What shipping methods and Incoterms do you offer?

Methods: express and air for samples and urgent items (DHL, UPS, FedEx, TNT, EMS); sea freight for bulk orders. We ship worldwide, working with logistics partners on flexible routing and real-time tracking.

Incoterms: EXW, FOB, CFR, CIF.

Packing is planned per product — wooden pallets, foam protection and weight optimisation — to maximise the goods loaded within container weight limits.

Reference: The Complete Guide to Importing Bathtub Fittings from China and A Complete Guide to Hot Tub Manufacturing & Shipping in China.

What are your payment terms?

Standard terms are 30% deposit before production, balance before shipment. Small orders are paid in full before production.

• Small amounts: Western Union, PayPal
• Larger amounts: T/T, D/P, L/C, O/A

For VIP customers we offer OA (open account) terms — a longer payment cycle plus preferential pricing, with a defined funding plan and repayment schedule per order. This is designed for buyers who need to build stock ahead of a peak season without tying up working capital.

What happens if freight rates spike or a vessel is delayed?

We notify you as soon as we know, share the actual situation rather than a summary, and propose options — alternative routing, split shipment, or revised timing.

Force majeure events are handled with the same transparency, at whatever stage the order has reached.

4 questions

What warranty do you provide?

Most products carry a 2-year warranty, covering replacement or repair of defective components.

Warranty terms vary by category for some products. If the warranty period is not stated on the product page, you can ask us for the exact term of that model at any time — this can be confirmed at the quotation stage, rather than waiting until a problem occurs.

To process a claim, send photos or video of the fault, the order reference and the item code. In most cases we can diagnose remotely and dispatch the replacement without waiting for the part to be returned.

How fast do you respond, and what support do I get after installation?

First reply: within 3 hours. Quotation: within 8 hours. Our R&D page also records an 8-hour average for professional solutions, complaint handling and technical answers, with a 99% satisfaction rate and 100% issue resolution.

Installation support: step-by-step video tutorials, illustrated guides on our blog, and live assistance by chat or video.

Ongoing: customer feedback and follow-up. Recurring issues are fed back into product improvement, as described in our Products FAQ.

Worked examples: How We Solved a Damaged Shower Overhead Shipment Within 24 Hours and How We Solved a Suspected Whirlpool Bathtub Component Quality Problem.

What marketing support do you provide to distributors?

Product brochures, product photography and market analysis for your region. Where a partner needs more, our marketing team can assist with brand planning and campaign strategy.

Market analysis draws on Chinese public export data combined with feedback from customers across our markets, which allows us to give trend forecasts rather than general opinion.

How do I keep up with new products, and how do I start working with you?

Staying informed: subscribe on the website to receive new-product emails, follow our News and Blog, and check the quarterly New Products releases. We are also active on LinkedIn, YouTube, Facebook, TikTok, X and Instagram.

Starting in five steps:

• Send your requirement — product list, target market, approximate volume, target price, or simply photos of the parts you need.
• Receive a quotation within 8 hours, with specification confirmation and compatibility check.
• Order 1–2 samples for validation.
• Confirm the pre-production sample, then move to production with a 30% deposit.
• Receive the pre-shipment inspection report, approve, and take delivery.

Contact us at hydrorelax.com/contact-us.

Did not find your answer?

Send us your product list, target market and approximate volume, or simply photos of the parts you need. You will get a quotation within 8 hours, with specification confirmation and a compatibility check.

Contact us

About the author: Sofia compiles and maintains the Hydrorelax product and sourcing documentation. For anything not covered here, please contact us.

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