Product Support & 90-Day Limited Warranty

Our Quality Promise

At QUENDN, we want every Christmas plush decoration and seasonal display piece you receive to reflect the high quality, delightful design, and presentation represented in our store.

Our holiday figures—featuring iconic reindeer, snowmen, and Santa/gnome designs with expandable slender legs, heavy snow boots, thick knitwear, plaid accents, soft fleece, plush fur, and detailed wood-plastic accessories—are carefully inspected before shipment. If an eligible item arrives damaged or defective, or develops a qualifying manufacturing issue during the applicable warranty period, our customer care team will review the situation and work with you toward an appropriate resolution.

90-Day Limited Warranty

Most eligible QUENDN products are covered by a 90-day limited warranty, beginning on the date the order is delivered.

The warranty is intended to cover qualifying manufacturing defects or structural issues that arise during normal and intended display use.

Depending on the product, the nature of the issue, and available inventory, an appropriate solution may include:

• A replacement product

• A replacement component or accessory (e.g., telescopic leg mechanism, skis, lantern, boots)

• Store credit

• A refund, where appropriate

The resolution offered will depend on the individual circumstances of the warranty claim.

What the Warranty May Cover

1. Manufacturing Defects

Qualifying defects in materials, stitching, cotton stuffing, fabric construction, or craftsmanship that affect the product's normal intended use and structural integrity.

2. Telescopic Legs & Accessory Issues

For eligible holiday figures, the warranty may cover unexpected manufacturing-related issues involving:

• Internal metal telescopic frames and height-adjustment mechanisms

• Heavy snow boot base plates and stability fixtures

• Attached wood-plastic skis and poles

• Miniature lanterns and decorative props

• Seams, zippers, or fabric fasteners

Coverage applies to qualifying issues arising during normal intended use rather than damage caused by misuse or improper handling.

3. Structural Manufacturing Issues

Problems affecting the standing stability or adjustment functionality of the plush figure that were not caused by accidental dropping, excessive force, rough handling, improper storage, or unauthorized modifications.

4. Products Damaged Upon Arrival

Products that arrive crushed, bent, torn, broken, incomplete, or otherwise unusable as a result of transportation or handling may also qualify for an appropriate resolution.

What the Warranty Does Not Cover

The limited warranty generally does not cover problems resulting from:

• Accidental drops, physical impact, torn fabric from sharp objects, or structural breakage from force

• Forcing or over-extending the metal telescopic leg frame beyond its designed limits

• Misuse or use outside the product's intended decorative purpose

• Exposure to outdoor weather conditions (rain, snow, direct moisture) unless expressly designated for outdoor use

• Normal wear and tear, including minor fabric softening over time

• Cosmetic changes resulting from ordinary use or prolonged direct sunlight exposure

• Unauthorized repair, modification, or alteration

• Damage caused by unsuitable cleaning methods (e.g., machine washing when spot cleaning is required)

• Loss or theft

• Damage occurring after the applicable warranty period

Minor variations in color, fabric pattern alignment, stitching texture, or accessory finish are generally not considered defects, as subtle differences between individual hand-crafted plush items may occur naturally during manufacturing.

Damaged, Defective or Incomplete Products

If your QUENDN order arrives damaged, defective, or missing an included accessory, please contact us as soon as reasonably possible after delivery.

To help us assess the issue efficiently, please provide:

• Your order number

• Your full name and email address

• A short explanation of the problem

• Clear photographs or a short video showing the issue (e.g., telescopic leg mechanism, torn seam, broken ski)

• Photographs of the packaging if the product was damaged during transportation

Keep the product and its original packaging until our customer care team has reviewed your request.

How to Submit a Warranty Claim

To request warranty assistance, contact:

📧 service@quendn.com

Please include your order number together with relevant photographs or videos. Our customer care team normally aims to review and respond to enquiries within 24–48 hours.

We may request additional photographs, videos, or product details when necessary to determine the nature of the issue and applicable warranty coverage.

Replacement Products

When a replacement is approved, we will make reasonable efforts to provide the same plush figure design.

If the original design is no longer available (e.g., seasonal stock depletion), we may offer:

• A comparable replacement figure

• Store credit

• Another appropriate resolution

Replacement options depend on current inventory and seasonal product availability.

Refunds Under Warranty

Approval of a warranty claim does not automatically mean that a cash refund will be issued. Refund eligibility depends on the circumstances of the claim and our applicable Return & Refund Policy.

When a refund is approved, it will generally be returned to the original payment method. After the refund is issued, additional processing time may be required by your bank, card issuer, or payment provider.

Returns and Warranty Coverage

Our Return & Refund Policy and Limited Warranty serve different purposes:

• The Return & Refund Policy applies when an eligible customer wishes to return a purchase within the applicable return period.

• The 90-Day Limited Warranty applies to eligible manufacturing defects and qualifying product-related problems that arise during the warranty period.

Please refer to our Return & Refund Policy for complete information regarding return eligibility, procedures, and refunds.

Products Damaged During Shipping

If the shipping package appears damaged when it arrives, we recommend photographing it before opening.

If the plush figure inside has also been damaged, please provide photographs showing:

• The outer shipping package

• The shipping label

• The damaged product or bent internal mechanism

• Internal protective packaging

• Any broken or damaged accessories

Please keep the packaging and damaged product while your request is being reviewed to help our customer care team evaluate the claim efficiently.

Caring for Your QUENDN Products

Appropriate care can help preserve the appearance and condition of your Christmas plush decorations. We recommend:

• Following all product-specific care instructions included with your figure

• Adjusting internal metal telescopic legs smoothly and gently without applying side force

• Handling wood-plastic skis, lanterns, and boots with care during setup

• Spot cleaning fabric surfaces with a moist cloth rather than submerging in water or machine washing

• Avoiding extreme heat sources, open fireplace flames, or direct heating elements

• Storing figures in a dry, dust-free environment in protective packaging when not in use seasonally

Improper use, cleaning, rough handling, or poor seasonal storage may affect warranty eligibility.

Consumer Rights

This limited warranty is provided in addition to any statutory consumer rights available under applicable law. Nothing in this warranty policy is intended to exclude, restrict, or replace rights or remedies that cannot legally be excluded or restricted.

Contact & Company Information

For questions about product support, warranty coverage, damaged products, or an existing warranty claim, please contact:

• Brand: QUENDN

• Official 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

Our team aims to respond to customer enquiries within 24–48 hours.

QUENDN — Thoughtful Design, Everyday Quality.