I need a bit of advice

I sold a customer a Glass Tealight Holder and it got broken in the post. She wants a refund, but i feel that i too  have lost out and it was not my fault that it got broken in the post. I packaged it correctly and securely and therefore i feel i should not have to refund her. It left my house in pristine condition.

I have paid her back the postage cost but she is still not happy with that.

Can someone please update me on the Ebay rules and also she has told me that under Australian Consumer Law that if the item is faulty, not as described then they are in quite their right to get a refund but when it left my house it was as described and not faulty in any way.

Help? This is the first time i have been presented with this problem.