Delivery, cancellations & returns.
How to find your file and get help with an order.
Digital delivery
A verified digital payment unlocks the file associated with your order. Sign in, open Orders and select Download artwork. Save a backup of the downloaded file. Website display images are separate from delivery files.
Problems with a file
Digital purchases are normally final after payment or download because the file can be retained and copied. If a file is missing, incorrect or cannot be opened, contact us with your order reference; we will first provide a correction or replacement, and review a refund where we cannot provide a usable file, where you were charged twice, or where applicable law requires one.
Cancellation requests
Contact us promptly with your order reference. Do not send card details. Sending a request does not itself cancel an order or confirm a refund. Any mandatory consumer rights remain unaffected.
Refunds
Digital editions: no ordinary change-of-mind refund after payment or download. This does not limit mandatory consumer rights, duplicate-charge corrections, unauthorized-payment handling, or a refund when Huali cannot provide a usable purchased file. Approved refunds are processed through the original payment provider.
Physical editions
Physical editions are available by enquiry. Shipping, production, return arrangements and the final quote must be agreed before ordering. The digital checkout does not accept physical orders.