Refund policy

Digital Artwork Returns & Refunds

Bokwai delivers its current artworks and commissions as digital files. Please review the product page before purchasing, as the files and permitted uses vary by work. Digital files cannot be physically returned.

Existing artworks and instant downloads

If you change your mind after accessing or downloading an existing artwork, we generally cannot accept a return or exchange, except where required by applicable law. If you placed an order in error and have not accessed the files, contact us as soon as possible so we can review your request.

Personal Artwork commissions

Each personal commission is made for an individual brief. After checkout, we propose Chinese wording and its English meaning for your confirmation before brushwork begins.

If you wish to cancel, email us promptly, ideally before you approve the wording. We will review the stage of your commission and explain any refund options available. Once original brushwork has begun, a change-of-mind refund will generally not be available, except where required by applicable law. Completed custom files cannot be returned.

Missing files, errors, or problems with an order

If a download link is missing, a file will not open, the delivered files are materially different from what was described, or Ink Form has made an error, contact us with your order number and a description of the problem. We will investigate and, where appropriate, restore access, resend the files, or correct our error at no additional cost. If we cannot provide the promised work, we will offer an appropriate remedy, including a refund where required.

Please also contact us if you believe you were charged twice or received the wrong order.

Brand projects

Cancellation and payment terms for a brand or commercial project are set out in its separate written agreement.

Contact

Email hello@bokwai.com with your order number and the email address used at checkout. We will confirm the next steps by email. There is no physical return address or return shipping for digital purchases.

Nothing in this policy limits rights that cannot be excluded under applicable law.