Refund or not?

[fashionistaem]

I had someone buy something back in October 2019 and they just messaged me now, the end of January 2020 saying they have never received the item. When she went to collect the item from the post office (in December), the item had been already returned to me. And she is asking for a refund. Obviously I haven’t received anything and it’s the first time I’m hearing about all of this.
She purchased the item on October 10th, I sent it on October 11th, and on October 12th Royal Mail tried to deliver but couldn’t and left a card. The item stays at the post office for 18 days!   When I asked the buyer for the timeline she said I sent the item in November and she didn’t receive it before she went away, so she went to collect in December. But I obviously have proof that it was delivered 2 days after purchase. I will contact Royal Mail tomorrow but I do not believe I will receive any money back from them as it has been more that 3 months. So I wanted to know what are my rights? I don’t want to refund as I do not believe it is my fault at all that the person didn’t collect their item on time and contacted me about this 3.5 months later. But is there enough merit for me not to refund?

[city*satins]

This is the US board.  You will probably get better advice from asking on the UK board where sellers are familiar with the UK policies and how the Royal Mail works.

[fashionistaem]

Oh thanks! I will

[sugarnspice777]

You message is a bit confusing.  You state you have proof it was delivered.  So if you do and everything else your saying she said..then i would tell her sorry, there is nothing you can do.  You have proof it was delivered.  She cant file on ebay, it is to late.   Her contacting you now is ridiculous.   Never entertain people who claim things months later. 

[turquoisetulips]

Yes,,  unfortunately [ for the buyer  ] a refund  is up to you at this point . Tulips 

[fashionistaem]

Yes, I see where it is confusing. To clarify: on Royal Mail website it says returned to sender as it hasn’t been claimed in 18 days, the problem is I never received anything. It is probably too late to claim money back from Royal Mail as you have to do it in 3 months after the item is sent.
The buyer is claiming the item hasn’t arrived before she went on holiday which is impossible because they tried to deliver 2 days after she purchased and left a note. Basically it’s her fault she hasn’t picked it up on time, but now I have to refund the purchase as she hasn’t received the item. If she told me right then and there I could have refunded her and gotten my money back from Royal Mail but not 3.5 months later. And from what I read she can still make a claim with PayPal?
I hope this makes more sense.