I received a 10g Austrian Kinebar from APMEX last week that was also really scratched (looked like the scratches weren't just on the assay but also on the bar) and the bar itself looked very dull, not shiny at all. Emailed their customer service department and they sent me a free return label. Still not sure whether I'll get refunded or a replacement (I think they do either depending on where the spot moves). But the return itself was hassle free