customer bought a kids item from us 24 nov (for a xmas present).
it cost around £110 & has a few decorative bits that can be knocked out if handled roughly - a warning lable is shown to inform.
got a call last week to say that she was unhappy with the product as one of the small bits had fallen out & wanted a replacement without question.
received it back & what a what a mess - whoever tried to replace the part with super glue & have rendered the item virtually worthless as the glue has damaged the visible surface area around where the part is situated.
Document everything and take pictures. You might be able to refer her to the description, let her know that since the repair was not done via a "qualified service technician" the warranty / guarantee was voided. Depending on her personality, it might work but she can always call the issuing bank for a refund (this is where you documentation will come in handy to maybe win the chargeback).
Plus, depending on the issuing bank / type of card, the deadline for the chargeback could be just a couple of weeks away.
You have the same situation posted before in your thread profile, even with the same glue situation.
Getting similar problems or the same items returned regularly is a red flag that you have a bad product or manufacturer. I have developed a sixth sense about them and can even make a pretty good guess which ones won't be around in 5 years. They are always the ones with lots of returned products.