This is the exact same section from their policies that I read before coming here.

The item is exactly as described on the listing. Correct sizing, new with box, unworn, shipped with all accessories and laces.

The buyer tried them on, didn't like them or doesn't fit, opens a return.

What I don't understand is how the authenticators processes this. When I spoke with the support agent, the reason for them sending it back to me is because the buyer chose the option 'Doesn't match description' when returning and therefore the authenticators does no due diligence of checking if that's true or not. Only to see if the item is in the exact same condition before sending it back to the seller.

I would understand if there's a defect in the product and if my images didn't cover it but there was no defects at all. 

Here's what the buyer wrote in the return: