Damages happen in postal transits, that's why Royal Mail and couriers have compensation procedures when items are damaged.
Your buyer needs to open a case for item not as described, and you need to fully refund through those case details, and afterwards try and claim some compensation for yourself for the damage done.
If you want the item sending back first before refunding the case will ask you to pay for that fully tracked return postage, and you refund only when the item is back with you, you'll have 48 hours to do so.
@stevej123darts
