I need help re Ebay

[Aladyforty]

Hoping someone out there in camera land can help me here. I had a third party lens that I never used and sold it on ebay at quite a reduced price. I sent it of well packed and protected to the buyer in good condition. I received an email today from the buyer saying she could not use it as the front part had kept falling off (never did this before to me and I have no Idea what it could be) and more or less accused me of selling it broken as it was too well packed to be broken in the mail. Being relatively new to Ebay, I don't know where I stand, she wants a refund (money Ive already spent). Does anyone on here know the rules for this? Stated in my Ebay details are the fact that I will be careful with all packing but give no refunds. Does my statement help my case? Should I offer to have her return the lens and offer her a reduced amount of refund? Should I suggest she look into repairing it and help her with the cost? HELP

[Sambo]

Some of the "rules" on ebay are a little fuzzy. I have traded on ebay for a number of years. Unfortunatly, some people get an item, like it, then want their money back by claiming it is damaged. Did you offer shipping insurance? If you did, and the buyer chose not to get it, then the buyer assumes all risks in shipping. If not, ask specific questions to get a better understanding about whats wrong with the lens. Last resort, ask the buyer to ship it back to verify that it is broken, then you may have to refund the money. Most of the time, problems can be resolved, but stand your ground if you think you are in the right!

Sam