Return & Refund Policy

At QUENDN, we want returns and refunds to be as clear and straightforward as possible.

This Return & Refund Policy applies to eligible purchases made through quendn.com.

1. 30-Day Return Period

Eligible products may be requested for return within 30 days from the date confirmed delivery takes place.

Before sending an item back, please contact our customer care team:

📧 service@quendn.com

We will review your request, determine whether the product is eligible, and provide the appropriate return instructions and return address.

Please do not send a product back before contacting us. Returns sent without authorization or to an address that has not been provided by our support team may be delayed or may not be processed.

2. Conditions for an Eligible Return

Unless the product arrived damaged, defective, incorrect, incomplete, or otherwise qualifies for a remedy under applicable law, products returned for preference-based reasons should generally be:

• Unused or maintained in like-new condition

• Free from damage caused after delivery

• Unmodified

• Returned with all originally supplied components

• Returned with any included accessories (e.g., wood-plastic skis, lanterns, boots)

• Returned with internal telescopic legs and mechanisms intact

• Accompanied by product instructions or inserts where provided

• Returned in the original protective packaging where reasonably possible

We may also request proof of purchase, such as your order number or confirmation email.

Because QUENDN offers interactive Christmas plush decorations featuring internal metal telescopic frames, delicate ski attachments, lanterns, and soft fabrics, returned products should be packaged carefully to minimize the risk of damage or bending during transportation.

Returned items may be inspected before a refund is approved.

3. Opened or Used Products

Simply opening a product does not automatically prevent it from being returned.

However, where permitted by applicable law, preference-based returns involving opened or used products may be inspected to determine their condition. Returned products should generally not show evidence of:

• Excessive use or rough handling

• Misuse or over-extension of telescopic legs

• Customer-caused tears, rips, stains, breakage, or other damage

• Unauthorized repairs

• Alterations or modifications

• Missing accessories or components

• Damage caused by inappropriate cleaning, storage, or handling

Where customer handling beyond what is reasonably necessary to inspect or evaluate a product results in a material loss of value, an appropriate deduction may be made where permitted by applicable law.

4. Items That May Not Be Returnable

Where legally permitted, certain products may be excluded from preference-based returns, including:

• Personalized or customized products

• Gift cards

• Products clearly identified as final sale

• Products damaged through misuse, rough handling, or weather exposure

• Products modified or repaired without authorization

• Products missing significant components because of customer handling

• Other products clearly identified as non-returnable before purchase

Any product-specific exclusions will be stated on the relevant product page or communicated before a return is approved. Nothing in this section is intended to restrict statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect or Incomplete Orders

Please inspect your QUENDN order reasonably soon after delivery. This is especially important for decorative items featuring:

• Internal metal telescopic frames

• Wood-plastic skis and poles

• Miniature lanterns and decorative boots

• Soft plush fabrics and knitwear overlays

• Detachable or adjustable components

If your order arrives:

• Bent, crushed, or torn

• Broken or defective

• Incorrect or incomplete

• Missing accessories or components

Please contact us as soon as reasonably possible. To assist with our review, we may request:

• Your order number

• Product name

• Clear photographs of the product

• Photographs of the internal protective packaging

• Photographs of the external shipping package

• A photograph of the shipping label, where available

• A short video showing the problem where useful (especially helpful for issues with the telescopic leg mechanism, loose seams, or missing accessories)

After reviewing the information provided, we will explain the appropriate next steps based on the circumstances, applicable QUENDN policies, and relevant consumer laws.

6. Basic Product Checks Before a Return

For certain product issues, our customer support team may suggest simple checks before arranging a return, such as:

• Checking whether telescopic legs are properly extended or aligned

• Confirming removable accessories (skis, lanterns) are correctly fitted

• Inspecting the fabric and seams for visible damage

• Reviewing product-specific care and setup instructions

For plush figures from our collections, we may request photographs or additional information to help determine the nature of the problem.

You are not required to continue using any product that appears broken, structurally compromised, or otherwise unsuitable for continued display.

7. Return Shipping Costs

For preference-based returns, including situations such as:

• Changing your mind

• Selecting the wrong style, character, or product variation

• No longer wanting the item

• The product not matching your personal preferences

• Other reasons that did not result from an error by QUENDN

...the customer is generally responsible for return shipping costs where permitted by applicable law.

If QUENDN confirms that a product was:

• Damaged during delivery

• Defective

• Incorrectly supplied

• Incomplete

• Otherwise eligible for seller-paid return costs under applicable law

...we will provide the appropriate return or resolution instructions. Please do not purchase expensive international return shipping independently before receiving instructions from our customer care team.

8. Original Shipping Fees

For preference-based returns, the original shipping cost is generally non-refundable unless:

• QUENDN expressly states otherwise

• The return resulted from an error on our part

• The product was damaged, defective, or incorrectly supplied

• Applicable law requires reimbursement

9. Return Address

Our return location may vary depending on product type, fulfillment location, customer destination, warehouse location, and reason for return.

For this reason, please do not send returns to our registered corporate address unless our customer support team specifically instructs you to do so. The correct return address will be provided after your request has been reviewed and approved.

10. Preparing Your Return

QUENDN plush figures contain delicate components such as internal metal telescopic frames, wood-plastic skis, lanterns, boots, and soft fabric surfaces. Returned items should therefore be packed carefully to reduce movement, bending, and impact during return transportation.

Where reasonably possible, please return:

• The main plush figure

• Original accessories (skis, lanterns, boots)

• Detachable components or props

• Product instructions or inserts

• Original protective materials and product packaging

Fragile or rigid components should be securely protected against bending, crushing, or breakage while in transit. Customers are responsible for adequately packaging preference-based returns.

11. Missing Accessories or Components

Where permitted by law, a refund may be reduced if a returned product is missing items originally supplied with it, such as:

• Skis, lanterns, or boots

• Detachable decorations

• Included accessories

• Product inserts and protective packaging

Any applicable deduction will depend on the circumstances and relevant legal requirements.

12. Inspection of Returned Products

After receiving a return, we may inspect the item to confirm product identity, return eligibility, overall condition, and whether all accessories and telescopic components are present and functional.

Authorization to return a product does not necessarily mean that a refund has been finally approved. Final refund eligibility may be determined after the returned product has been received and inspected.

13. Refunds

Once an eligible return has been received, inspected, and approved, the refund will generally be sent to the original payment method.

After QUENDN submits a refund, your bank, card issuer, or payment provider may need additional time to process the transaction and display the funds in your account. These processing times are determined by the relevant financial institution.

14. Possible Refund Deductions

Where applicable law allows, an appropriate deduction may be made when a product has experienced a material loss in value because of:

• Missing accessories or components

• Excessive use or rough handling

• Customer-caused tears, stains, cracks, or breakage

• Unauthorized alterations or repairs

• Improper cleaning or storage

• Damage occurring after delivery

Any deduction will be assessed according to the specific circumstances of the return.

15. Exchanges

Exchange availability depends on current seasonal inventory. Because holiday stock changes, your preferred replacement may not always be available.

If a direct exchange cannot be arranged, the simplest available process may be to:

1. Request a return for the eligible original product.

2. Complete the approved return procedure.

3. Place a separate order for your preferred item.

Please contact customer support before returning an item for exchange.

16. Order Cancellations

If you would like to cancel an order, contact us as soon as possible after placing it:

📧 service@quendn.com

We will make reasonable efforts to process your request before fulfillment begins. Cancellation cannot be guaranteed once an order has entered processing, packing, or shipping preparation. If your package has already shipped, you may need to follow the applicable return process after receiving it.

17. Refunds for Successfully Canceled Orders

If an order is successfully canceled after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the relevant payment provider. Your financial institution may require additional processing time before the refunded amount appears.

18. Refused or Unclaimed Packages

Refusing a delivery does not automatically make an order eligible for a full refund.

If a package is refused, remains unclaimed, or is returned to the sender, contact us so we can review factors including shipment status, carrier charges, product condition, and return eligibility. Where legally permitted, reasonable shipping or return costs resulting from refusal or failure to accept an otherwise valid delivery may be deducted from a preference-based refund.

19. International Returns

International returns may involve additional shipping expenses, customs procedures, carrier requirements, and documentation. Because holiday plush figures contain internal metal frames and rigid accessories, appropriate protective packaging is vital for international returns.

Please contact us before sending any international return. Except where responsibility cannot legally be excluded, QUENDN is not responsible for unnecessary shipping expenses or customs charges resulting from a return being sent without following the instructions provided by our customer care team.

20. Consumer Rights

This Return & Refund Policy is intended to supplement, rather than replace, rights provided by applicable consumer laws.

Depending on your region, you may have additional statutory rights concerning defective products, product conformity, repairs, replacements, returns, refunds, or cancellation rights. Nothing in this policy is intended to waive or restrict rights that cannot lawfully be excluded. If mandatory consumer protection legislation provides you with greater rights, those statutory rights will continue to apply.

21. Contact & Company Information

For questions concerning returns, refunds, exchanges, damaged or defective products, or order cancellations, please contact:

• Brand: QUENDN

• Website: quendn.com

• Legal Entity: Xingyang Fanshuo Technology Co., Ltd.

• Registered Address: No. 236, North Side of the Road, 200 Meters West of the Intersection of Suohe Road and Gongye Road, Xingyang City, Zhengzhou City, Henan Province

• Unified Social Credit Code: 91410182MAE9397064

• Customer Support Email: service@quendn.com

For questions relating to an existing order, please provide your order number and the email address used at checkout. For damaged holiday figures or accessories, please also provide clear photographs showing the product and its packaging so that our team can review the issue efficiently.

For your security, please do not send full payment-card numbers, CVV/security codes, or account passwords by email.

quendn.com is operated by Xingyang Fanshuo Technology Co., Ltd.