I've got the same thing happening to me now. Sold a nice American Girl item for my daughters. Buyer won auction and asked if she could have an extra week to come up with cash - I said sure. She paid, I sent with tracking. Contacts me 20 days after getting package the NIB item had some imperfections in the painting - very small. I offered a refund if she paid to send back to me as I had no way knowing since it was new in box (very small size of a fingernail but trying to be nice). Heard nothing back until 20 days later I get an official email from Ebay where she is formally asking for a refund and does not want to pay for return shipping. I read the site and see this BS where I'm going to get screwed no matter what.

Pictures, disclaimer, return policy all stated but can be overridden by ebay judgement. I cringe at anyone thinking of selling a pinball machine on there.

BTW to follow-up. eBay froze my paypal account for the amount this lady is disputing. So, I sold a brand new in box american girl doll tea seat. Lady opens it, sees a paint imperfection, asks for refund - I say fine please ship back at your expense. Instead files a return with eBay under new policy (she doesn't want to pay for shipping) and my funds are frozen???? Tread carefully my friends. I will not be selling another item through eBay. No way.