I Report Faulty AliExpress 3D Superhero Character and Refund Request Denied

I purchased a 3D-printed superhero figure from the Asoxin Store on AliExpress. I had previously bought another character without issues, but this time the figure I received has a serious defect in its arms. The arms do not stay attached in their sockets; they keep falling off and won’t stay in place.

I submitted a refund request and was given two options: a refund or a refund with return of the product. However, in both cases, the full amount I paid was not being offered back. To avoid the hassle of return shipping, I chose the refund-only option, but my request was denied on the grounds that the defect was considered insufficient.

How is this not a defect? Is the character supposed to be armless? If the arm cannot stay in place where it belongs and keeps falling off, then this product is clearly faulty. I want my refund to be processed in full.