Hidropoint, LLC C/o Bridge Logistics

Dear sir/Madam,
We've responded buyer as soon as we received the message from user by eMail on eBay. The buyer opened a complain on eBay and we've explained to eBay customer services already regarding the issue. Below are 2 message we've sent to the...

buyer:
Your message to the buyer: (9/19/2014)
"Hi, we really would like to help you, but the pump you shipped back is the old one, not the new one you bought on 8/8/2014. If the pump is in 12 month warranty we can replace or refund to you. However we can give you a best offer if you need the pump, we can give you 20% off. Please let us know if you accept or not. Thanks "
Your message to the buyer: (9/18/2014)
"We received the return sewage pump of HPSWCIT7000, and we found it's the pump you ordered on 4/21/2012 at our web store (I have the proof of the order receipt) after inspection. This is not the pump you ordered on 8/8/2014. We provide 12 month warranty for this pump. Your pump warranty has been expired and we can't refund to you per return policy. If you need any proof documents we can provide to you and eBay. Thanks, Hidropoint LLC "
We did give buyer options to solve the issue, but we didn't get back from buyer so far. eBay will decide the solutions to solve the claims. 
We did business many years and never have such complains so far. We did provide one year warranty for our buyer, but if it's more than 2 years we're unable to issue refund or exchange per return policy. However we did give some discounts to the buyer if he order the product from us.
Again, we provide one year warranty for the products. Buyer shipped back was the one bought two year ago (after inspection, and we have proof).
Thanks,
Hidropoint LLC