Handling returns

[kyurah]

I sold a scanner and the buyer wants to return it 😞 it was new in the box and this is the email he sent me

" I am unable to download the CD software due to a message that  I have  inadequate hard drive space even though the computer has plenty of space available. I have a problem with a previous plustek scanner and thus chose to purchase your plustek. My previous scanner made a noise and stopped scanning. Before attempting to download the software with your plustek  I clicked on my computer to uninstall the previous plustek but got a message that does not support the OS. I will need to return the plustek and need your instructions. Thanks, william "

It sounds like the problem is on his end do I have to refund him?