Please advice, how to resolve a problem

[Former_Member]

Hello Everyone! Thank you in advance for your help and advice.
I have got a listing, referred to cosplay. So the item is rather long and durable. Due to safe shipping we ship it in 2 parts and people have to glue it, so it could be completed. This information is mentioned in description and also photos are done of how should customer receive it and how the item looks assembled.
There is a buyer, who bought 2 different things in my shop. First was in July, and second one in September. She was totally satisfied with the first one. Second one, which should be assembled, and it is an issue, came totally fine in good condition. The buyer messaged me that she hasn't read the description carefully and didn't see it should be assembled. usual super glue or glue for plastic is required to assemble the item, and I kindly helped her with it. She also told that she loves the item and it looks good. But next day she messaged me that item was broken in 3 different places by itself just standing near the wall. It was broken in solid!! places and the item is made of plastic!(How!? Mysteriously? ) And she says, it was just broken by itself, the item is very poor and she wants full refund.
Could you please share your thoughts about this situation?
Thanks

[StuckOnSilver]

Sorry this happened! Maybe ask her to return the item (so you can figure out what happened) and give a full refund when it is received.

[SageNThymeDesigns]

It seems to me like the item was broken while the customer was attempting to assemble it, which wouldn't be something that I would cover, but your shop policies are pretty open. From my reading of your policies it would seem that you would accept this broken item back and offer a refund. I would ask the customer to return the item to you for consideration for a refund. I would make them pay for return shipping, which from the US to Europe would be rather costly.

This may be a good time to update your shop policies to better protect you and your business. If the item was damaged during shipping, insurance would cover it. I imagine if the item arrived in poor condition and was already broken that would have been mentioned in the initial email....

[StuckOnSilver]

https://www.etsy.com/listing/463608572/caduseus-mercys-staff-2m-long-and

I looked at this listing and the photo shows the item in two pieces to be put together but the description says "assembled."