Thanks digital*ghost. I did call them. They just said wait for the buyer to escalate it, and I have nothing to worry about with my feedback, as they can remove it if they see what I say is true. After 4 days of not hearing anything, the buyer did just that and then eBay immediately gave them a full refund and got to keep the item which was easily fixable. So for them the outcome was in their favor, so they think they got away with it, which annoys me. EBay paid them back, without taking the money off me, so I guess it was in my favor as well. And yes it was a lot of time spent with emails back and forth, and and the buyer got what they wanted the whole time. I've learnt the buyer is always right even when they are wrong, eBay will side with them to encourage them to continue to buy on eBay. The interesting thing is the buyer had their own store and they were a seasoned seller, and were so brazen with their demands, so I guess they knew full well how to work the eBay system. So you can buy something, break it, or say you broke it (there were no pictures for evidence) and then get a full refund and keep the item!