Buyer disposed of broken item so I can't claim from courier

[langleylass2009]

Buyer messaged me saying item arrived broken.

I looked at courier claim policy which says that only the sender can make a claim but very specific photos have to be included.

I messaged buyer requesting these photos and she said that she "doesn't think" she has the item or packaging any more and that it isn't her fault and she requests a full refund.

Where do I stand wrt a refund?

Given she is preventing me claiming the money back from the courier I feel that it is unfair for me to have to refund but I'm unsure where I stand wrt eBay's moneyback guarantee policy.

[tressygirl]

Well the rules are, for a full refund for an item not as described,  e.g. arived broken / damaged,   the buyer has to send the item back to you at your expense to receive that refund.

This has to be the ruling because otherwise,   a buyer can just claim something is broken, not send any photos / or the item back  keep a good item and receive that refund.

Send them a polite message that without the item being sent back as within eBay rules,  you cannot offer a refund.