buyer return - "doesnt fit" ? can I decline? (as brand new sealed item sold is no longer new)

[Anonymous]

Hi, I sold a brand new sealed in bag vacum cleaner head, very clearly photographed (all angles) with instruction book, model name etc. I do not offer refunds unless there is a problem ( I am very fair and honest so it has never been a problem)  

Buyer has requested a refund saying 'does'nt fit' (which means they have tried it so it is no longer brand new for me to be able to sell on) It is not my resonsibility to ensure they order the correct item for their vacum cleaner after all!  I did even put in the listing detail, "please ensure that this is the correct part for your machine as I will not accept a return due to unsuitability on your part".

Question : can I refuse the return and send them a polite message reasonably explaining why? And if I do, are there any risks using the ebay automated system? ie can the buyer get a refund some other way? I have not had to do this before, and the new ebay return system seems like a minefield and I have no idea how their return criteria works.

I am a private seller not a shop and cannot afford £ loses based on buyers not checking their own requirements. If the item was used it would not be such a problem, but I cannot now even relist it brand new.

I can't get through to ebay on the phone, and do I assume livechat is now gone? 

kind thanks : )

[martinlufc88 · Accepted solution]

If they have opened a does not fit case you can decline the return and it should close in your favour, as a private seller you are not obliged to except a return for an item that doesn't fit.