Refund policy

FloatNativity — Refund & Order Policy

1. Pre-Order Model
All items sold by FloatNativity are pre-orders. Production begins after
your order is placed, which affects when an order can still be changed
or cancelled. Please see "Order Cancellations" below.

2. Our Refund Policy
At FloatNativity, all sales are final. We do not accept returns or issue
refunds for change of mind, accidental orders, or any reason other than
the item arriving damaged.

The only exception is if your product arrives damaged. In that case, you
must contact us the same day your order is delivered, either by email or
through our 24/7 live chat, to be eligible for a replacement or refund.
Claims made after the day of delivery cannot be accepted.

3. Damaged Items (The Only Eligible Claim)
If your item arrives damaged, you must reach out the same day you
receive it. To qualify:

* Contact us by email at floatnativity@outlook.com or through our 24/7
  live chat on the same day your order is delivered
* Include your order number
* Include a clear photo or short video showing the damage

If you do not contact us on the day of delivery, we will not be able to
accept the claim or issue a refund or replacement. We strongly recommend
inspecting your package the moment it arrives.

4. How Damage Claims Are Handled
Once we receive your same-day claim with photo or video proof, our team
will review it and respond within 48 hours. If your claim is approved,
you may choose either:

* A free replacement shipped directly to you, or
* A full refund, including shipping costs

Approved refunds are issued to your original payment method within 5 to
10 business days of approval. Depending on your bank or card provider, it
may take additional time to appear on your statement.

5. What We Do Not Accept
To be clear, we do not accept:

* Change-of-mind returns or refunds
* Refund requests for any reason other than damage on arrival
* Damage claims made after the day of delivery
* Claims without a photo or video showing the damage
* Items showing signs of use, wear, or misuse

6. Product Appearance and Marketing Content
Please read our full product descriptions carefully before ordering, as
they explain the exact specifications, dimensions, materials, and
features of each item in detail.

Every FloatNativity piece is produced individually as a pre-order. The
item you receive may differ from the images and videos shown in colour,
tone, finish, texture, exact proportions, and in the brightness or
warmth of any light effect. Product photography is taken under studio
lighting and digitally processed, and screens differ in colour
calibration. Lifestyle imagery is staged, and light effects shown vary
with room size, bulb, distance, and ambient conditions.

Our marketing and advertising content, including videos and images on
social media and our website, may use AI-generated or digitally enhanced
content to showcase and enhance the look of our products. Where this is
the case, the image is illustrative of design and mood only. The actual
product is accurately described in the product description on its listing
page, which is the definitive source for what you will receive.

By placing an order, you acknowledge that the product you receive
reflects the details in the product description. Variation of this kind
is a characteristic of how our pieces are made, not a defect, and is not
on its own grounds for a return or refund. We do not accept refund or
return claims based on the product looking different from a promotional
video or advertisement. Any claim stating "the video I saw looked
different from the product" will not be accepted as grounds for a refund
or return.

If you have questions about exactly what is included or how a product
looks before ordering, contact us and we will be happy to clarify.

7. Order Cancellations
Orders may be cancelled within 24 hours of purchase, free of charge,
provided production has not begun.

After 24 hours, your item has entered production and the order can no
longer be cancelled. Because each piece is produced individually as a
pre-order, work and materials are committed at that stage.

8. Late or Missing Deliveries
As a pre-order, your item may take time to reach you as stated in our
Shipping Policy. A delay within or moderately beyond the estimated
window does not, on its own, entitle you to a refund.

If your order has not arrived within the estimated delivery window and
is confirmed lost in transit, contact us at floatnativity@outlook.com
with your order number, and we will send a free replacement or issue a
full refund.

9. Chargebacks
If you have an issue with your order, please contact us first at
floatnativity@outlook.com or through our 24/7 live chat. Most problems
are resolved within a few days.

Where a chargeback is filed without prior contact, we will respond to
the payment provider using our store policies, order records, production
timestamps, and shipment documentation. This does not limit any right
you hold with your bank or card issuer.

10. Contact Us
Questions? We're here to help.

FloatNativity
Email: floatnativity@outlook.com
Live Chat: available 24/7 on our website

We aim to respond to all messages within 48 hours.