Buyer Will Not Return Item

[themerchant]

Buyer asked about details on a camera that I have sold many versions of.

They asked very specifically if there were any cracks or chips around where the camera body opened.

Both my wife and I looked very carefully and noticed that yes the camera was old and had minor denting around the body (very very small spots) but that where they had asked was not affected at all.

They received the camera and put pictures up showing that where they had asked, where my wife and I had looked, was not even chipped, not even cracked, but full blown broken off.

Another picture showed ANOTHER part of that same rim that was again, cracked completely off.

I informed them that I would not refund for this, that they had to return the item for a full refund as that is in my policy.

They also received their best offer price as well as free priority shipping that was naturally offered.

They demanded that I refund them in full and that they are not returning the camera, or that if I really wanted it back, then I had to pay to ship the broken camera back.

They opened a case and I immediately escalated their case once I was able to.

They closed the case the next day and left a negative feedback calling me a "disgusting seller".

I left a feedback on their account (not like it matters) calling them a prick.

They reported my feedback and I was given TWO warnings on my account for my "prick" comment, although I thought sellers could say anything they wanted to buyers.

I have tried calling eBay twice about this matter and both times, after literally 10 minutes of waiting on the phone, I am told "2 minutes remaining" until the phone goes blank and I am received by no one for 10 minutes after. Just blank.

I will try to call again, but I am asking, who is in the right?

Both my wife and I very clearly inspected this camera, yet they didn't even receive broken pieces in their package. The pieces that were completely broken off were a part of the inside rim of the camera also. You actually have to OPEN the camera to see this rim, and if they did break in shipping, they could ONLY be inside of the camera.

Yet they were no where? And instead of being in great shape they were completely broken off?

They are clearly lying and now I sit with a negative plus whatever else eBay has to throw on me.

How can I solve this?