Refund request because item doesn't fit buyer, no option to say no

[everythingemily225]

Hello. I have had a refund request from a buyer as the item is 'not a size 14'. The item says size 14 on the label, it is brand new with tags. The buyer has sent me a photo of her arm measurements. The buyer has put their refund request through as 'item not as listed/described'. This means I have no option than either have the item posted back to me (at my cost), or offer a partial/full refund. 

Is this correct? The item is a size 14 and it is not my fault that the buyer doesn't fit in to it! 

[**peaseblossom**]

Label sizes can be wrong so if you didn't have the actual measurements in your description the buyer is entitled to a refund.   The item will be sent back first, as long as the buyer hasn't had to escalate it to ebay.