S91 Returns & Refund Policy

Under the S91 Returns & Refund Policy, returns or exchanges are accepted only under specified circumstances. Eligible issues include receiving an incorrect item, a verified manufacturing defect, severe shipping damage or a missing item caused by a Platform fulfilment error.

Incorrect Item Received

A return or exchange request may be submitted when the item delivered does not match the item that should have been fulfilled for the order.

Verified Manufacturing Defect

Products with a manufacturing defect may qualify for a return or exchange after the defect has been reviewed and verified by S91.

Severe Shipping Damage

An item that arrives with severe damage caused during shipping may be eligible for a return or exchange. Minor packaging damage is treated separately under the non-returnable conditions of this policy.

Missing Item

If an item is missing because of a Platform fulfilment error, users may submit a claim to S91 Customer Support for review.

48-Hour Request Period

Eligible return or exchange requests must be submitted within 48 hours after receiving the item. Users should inspect their orders promptly after delivery so that any qualifying issue can be reported within this period.

Not every product condition or purchase result qualifies for a return or refund. S91 does not accept returns or refunds for the conditions listed below, which are considered normal product conditions or non-returnable circumstances under this policy.

Opened Blind Boxes

Opened Blind Boxes are not eligible for returns or refunds. Users should review the relevant product information before completing a purchase.

Random Prize Results

A random prize result does not qualify for a return or refund solely because the user did not receive a preferred result.

Personal Preference and Duplicate Prizes

Returns or refunds are not accepted because of personal preference or because a user receives a duplicate prize.

Minor Product Imperfections

Minor scratches, minor paint imperfections and colour differences are considered normal product conditions and are not accepted as reasons for a return or refund.

Minor Packaging Damage

Minor dents or other minor packaging damage caused during shipping do not qualify for a return or refund under this policy.

Users with an eligible product issue should contact S91 Customer Support and provide the information needed for review. Each return request is reviewed individually before a decision is made.

Step 1 – Contact Customer Support

Contact S91 Customer Support within 48 hours after receiving the item if you believe the order meets the return eligibility requirements.

Step 2 – Provide Your Order Number

Provide the relevant order number so the support team can identify the purchase and review the associated order information.

Step 3 – Submit Photos or Videos

Submit clear photos or videos showing the product and the reported issue. The evidence should clearly show the condition that forms the basis of the return request.

Step 4 – Provide an Unboxing Video Where Available

A full unboxing video is strongly recommended because it can assist S91 with verification and may help the review process proceed more efficiently.

Step 5 – Wait for Claim Review

S91 reviews each request individually. Return or exchange eligibility depends on whether the submitted claim meets the conditions stated in this policy.

Approved refunds are processed through the original payment method whenever applicable. Refund processing times may differ depending on the payment provider involved in the transaction.

Approved Refunds

When a refund request is approved, S91 will use the original payment method for the refund whenever applicable.

Top-Up Balances

Top-up balances are generally non-refundable except where the circumstances fall within the applicable exceptions stated in this policy.

Completed Blind Box Purchases

Completed Blind Box purchases are generally non-refundable. Exceptions may apply when the issue is caused by a Platform error, incorrect fulfilment or a verified product defect.

Refund Processing Time

The time required for an approved refund to be completed may vary depending on the payment provider.

S91 delivery times depend on product availability and destination. Shipping charges and applicable delivery conditions should be reviewed during checkout before an order is confirmed.

Estimated Shipping Period

Orders are usually shipped within 1–15 working days. This is a general shipping guideline rather than a guaranteed delivery time.

Shipping Fees

Applicable shipping fees are displayed during checkout, allowing users to review the delivery charge before completing an order.

Free Shipping Eligibility

Orders above the Platform’s applicable free-shipping threshold may qualify for free delivery. Eligibility depends on the threshold displayed by S91.

Possible Delivery Delays

Shipping timelines are estimates and may be affected by courier services, product availability or unforeseen circumstances.

Users should take several precautions after receiving an order to help preserve the information and evidence that may be required if a return claim needs to be submitted.

Inspect Your Order After Delivery

Check the item promptly after receiving it. Eligible claims must be submitted within the stated 48-hour request period.

Keep the Original Packaging

Keep all original packaging until any necessary verification has been completed. This may assist S91 when reviewing the condition of an item and the circumstances of a claim.

Provide Accurate Claim Information

Return requests should contain accurate order details and genuine supporting evidence. Fraudulent return claims may result in account suspension.

Claims That Do Not Meet the Policy

S91 reserves the right to reject return, exchange or refund claims that do not satisfy the requirements of this policy.

What items can be returned to S91?

Returns or exchanges may be accepted for an incorrect item, a verified manufacturing defect, severe shipping damage or a missing item caused by a Platform fulfilment error.

How long do I have to submit a return request?

A qualifying request must be submitted within 48 hours after receiving the item.

Can I return an opened Blind Box?

No. Opened Blind Boxes are listed as non-returnable under the S91 Returns & Refund Policy.

Can I request a refund because I do not like my random prize?

No. Random prize results and personal preference are not accepted as reasons for returns or refunds.

Can I return a duplicate prize?

No. Duplicate prizes are included among the non-returnable circumstances under this policy.

Are minor scratches or colour differences eligible for a return?

No. Minor scratches, minor paint imperfections and colour differences are considered normal product conditions under this policy.

What evidence should I provide for a return request?

Provide your order number together with clear photos or videos of the product. A full unboxing video is strongly recommended for faster verification.

Are S91 top-up balances refundable?

Top-up balances are generally non-refundable unless an applicable exception under this policy applies.

Are completed Blind Box purchases refundable?

Completed Blind Box purchases are generally non-refundable unless the issue results from a Platform error, incorrect fulfilment or a verified product defect.

How long does S91 shipping take?

Orders are usually shipped within 1–15 working days. Actual timelines may vary depending on product availability, destination, courier services and unforeseen circumstances.

Does S91 offer free shipping?

Orders above the Platform’s applicable free-shipping threshold may qualify for free delivery. Shipping information and charges are displayed during checkout.

If you receive an item that may qualify for a return, exchange or refund, contact S91 Customer Support through the Platform’s official communication channels within the required 48-hour period and provide the relevant order information and supporting evidence.