Help with response to buyer's complaint please?

[pixiecoo]

Hi all, would appreciate your thoughts on the following please.

I sold two Metalicus garments to two buyers.  The one who bought the wrap has emailed to say that she is very disappointed to find that it was dirty and not as described. She says there was a white food mark on the sleeve and a distinct body odour and perspiration stains on both armpits.  She says the garment would be better described as mid or denim blue not dark blue. She wants a full refund and a postage paid self addressed bag to return it to me.

I intend replying to her as follows and I'd like your thoughts please.

Thanks for your email; I am sorry you are not happy with your item.

"If the smell and spot are as severe as you describe I cannot see how I could possibly overlooked them. However if this is the case the garment could be washed, which is something you will surely do anyway, and the issue will be resolved.

The pictures of the colour were accurate and I do not think that the colour would have been better described as anything other dark blue.  At the same time as your garment I sold another Metalicus item in exactly the same fabric and colour.  I have just had feedback from that sale and the buyer has said that I provided an "Accurate description".

In the circumstances I do not see any reason to offer you refund."