Is it wrong if i refuse a refund if they havent returned an item, all due to post being a day late?

A customer bought from me and est shipping time was 4-5 days.

It is day 5 and the seller is requesting a refund? Am I in the right for saying please be patient and when package arrives send it back for refund?

It was sent it regular post and the postage was free for her

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Agree with above comment, I have just had 2 emails in the las 24 hrs,  one says "Still waiting for this item?" it was only posted a week ago ???? people seem to forget this is the busiest time of the year and to allow extra time for items.