Man-made Leather Scratches

I am writing to formally raise a concern regarding the condition of one of the leather dining chairs delivered to me on 9 October 2025. As advised, I inspected the chairs during delivery and immediately noticed a visible scratch on the leather of one chair as it was being unboxed.

I was instructed not to accept delivery if there was a fault, and to report any issues with accompanying photographs – which I have already provided. However, I have since been informed that the marking I raised is considered a "natural characteristic" of the leather, as the product is made from [aniline / buffed aniline / semi-corrected leather].

I would like to clarify that I am fami**** with the natural characteristics of quality leather, and I can confidently state that this is not one of them. The mark in question is clearly a scratch, and unlike the natural grain and markings visible on the other three chairs, this damage does not follow the leather's pattern and is visibly out of place. Even individuals I’ve consulted remotely (via photos) were able to identify it as a scratch.

If there is any uncer*****y on your side, I welcome an in-person inspection so that the issue can be assessed objectively.

If this matter remains in dispute, I expect an immediate refund for the damaged item, as I will not be accepting substandard or damaged goods under the pretense of “natural leather variation.”

Please respond promptly with your proposed resolution.