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FAQ

Customer & End-user Inquiries

When purchasing multiple batches of copper tubes from distributors, some products have wall thickness information while others do not. How to determine if the product is manufactured by Hailiang?

To verify authenticity, provide photos of the spray-printed codes on the product. Customer service will confirm with the production company based on this information and provide feedback.

For tray-packaged products like bare tubes, does the weight on the label refer to the net copper weight or the total weight including the tray?

The labeled weight is the net copper weight. If there is a significant weight discrepancy, provide batch numbers and other details to the production company for verification.

How to confirm mechanical properties, material density, and other information?

Hailiang provides documentation for all its products, including explanations and specifications of relevant parameters. End users may request these materials from distributors or Hailiang sales managers.

Will Hailiang compensate for product damage or leaks?

Each case is analyzed individually. If testing confirms that the damage is due to a quality defect in Hailiang’s product, compensation will be provided according to agreements. For products purchased through distributors, request a replacement from the distributor. The distributor will return the damaged product to Hailiang for testing. If confirmed as a quality defect, compensation will follow the agreement.