Shrunken Jumper Dispute

[BeautifulLola]

Hi all. Completely random question, but just after some clarification as I can't find the answer on Google! I recently sold a 100% wool jumper on eBay which the buyer said was too small for them when they received it, and have now come back to say that I must have shrunk it and therefore sold them a faulty item! I know I haven't as the jumper was washed correctly and always felt the same size, but am I right in thinking that if a jumper or any woolen item was shrunk it would feel like the fibres were really tightly knitted, and would possibly be out of shape? Or would the jumper feel and look exactly the same, only smaller? If that makes sense?! .......

unfortunately, I have shrunk a fair few wooly jumpers in my time, and each one has come out much thicker but also a lot smaller so it was very obvious. I've never managed to shrink a jumper and not notice

Do you have a no returns policy? In which case the buyer is just saying this to get a refund. If you shrink a wool jumper it is obvious. Perhaps the buyer has expanded?