S91 Returns & Refund Policy

Under the S91 Returns & Refund Policy, returns or exchanges are accepted only under specified circumstances. A request must be submitted within 48 hours after receiving the item and will be reviewed by S91.

Incorrect Item Received

A return or exchange request may be submitted when the item delivered does not match the item that should have been received. Users should retain the product and its original packaging while the request is being reviewed.

Verified Manufacturing Defect

Products with a verified manufacturing defect may qualify for a return or exchange. S91 may require supporting photos or videos to verify the condition of the item.

Severe Shipping Damage

A return or exchange may be considered when an item arrives with severe damage caused during shipping. Minor packaging dents or minor shipping-related cosmetic damage are not considered eligible conditions under this policy.

Missing Item Caused by Fulfilment Error

Users may submit a request when an item is missing because of a verified Platform fulfilment error. Order information and supporting evidence should be provided to Customer Support for review.

48-Hour Request Period

Eligible return or exchange requests must be submitted within 48 hours of receiving the item. Users should therefore inspect their orders as soon as they arrive.

Not every purchase or product condition qualifies for a return or refund. Certain outcomes and minor product conditions are considered non-returnable under the S91 policy.

Opened Blind Boxes

Opened Blind Boxes are not eligible for return or refund. Users should consider the nature of the Blind Box purchase before opening the product.

Random Prize Results

A random prize result itself is not a valid reason for a return or refund. Completed Blind Box results are therefore not returnable simply because the user prefers another prize.

Personal Preference and Duplicate Prizes

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

Minor Cosmetic Imperfections

Minor scratches, minor paint imperfections and colour differences are considered normal product conditions and do not qualify for return or refund under this policy.

Minor Packaging Damage

Minor packaging dents or minor packaging damage caused during shipping are also considered normal product conditions and are not eligible reasons for a return or refund.

Users with an eligible issue should follow the S91 return procedure and provide sufficient information for Customer Support to review the request. Each claim is reviewed individually.

Step 1 – Contact Customer Support

Contact S91 Customer Support through the official support channel as soon as possible after discovering an eligible issue. Remember that return requests must be made within 48 hours after receiving the item.

Step 2 – Provide Your Order Number

Submit the relevant order number so Customer Support can identify the purchase and review the order information associated with the claim.

Step 3 – Submit Photos or Videos

Provide clear photos or videos showing the condition of the received product and the issue being reported. The evidence should make the reported problem easy to identify.

Step 4 – Provide an Unboxing Video When Available

A full unboxing video is strongly recommended because it can provide clearer evidence of the product’s condition when the package was opened and may support faster verification.

Step 5 – Wait for S91 Review

S91 will review each return request individually based on the submitted order information, evidence and the conditions stated in this policy.

The S91 Refund Policy applies when a refund request has been reviewed and approved. Refund eligibility depends on the circumstances of the transaction and the reason for the claim.

Approved Refunds

When applicable, an approved refund will be processed using the original payment method used for the transaction.

Top-Up Balances

Top-up balances are generally non-refundable unless the refund is required because of a Platform error or another eligible circumstance specified under this policy.

Completed Blind Box Purchases

Completed Blind Box purchases are generally non-refundable. Exceptions may apply when an eligible issue involves a Platform error, incorrect fulfilment or verified product defect.

Refund Processing Time

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

Shipping times and charges can vary depending on product availability and the delivery destination. Users should review the applicable shipping information when completing a purchase.

Estimated Shipping Time

S91 orders are usually shipped within 1–15 working days. This is a general shipping guideline rather than a guaranteed delivery date.

Shipping Fees

Applicable shipping fees are displayed during checkout so users can review the delivery charge before completing their purchase.

Free Shipping

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

Possible Delivery Delays

Shipping timelines are estimates. Actual delivery may be affected by courier services, product availability or unforeseen circumstances outside the normal fulfilment process.

Following the correct procedure and preserving evidence can help S91 assess a return or refund request accurately. Users should also ensure that any information submitted as part of a claim is genuine and complete.

Inspect Your Order Immediately

Check the product and package as soon as the order is delivered. If there is an eligible issue, contact Customer Support within the required 48-hour period.

Keep the Original Packaging

Keep all original packaging until S91 has completed the verification process. Packaging may be relevant when reviewing product condition, shipping damage or fulfilment issues.

Keep Evidence of the Unboxing

Clear photos and videos can help support a claim. A complete unboxing video is strongly recommended, particularly when reporting missing items, incorrect fulfilment or significant damage.

Fraudulent Return Claims

Fraudulent return claims may result in account suspension. Users should provide accurate information and genuine supporting evidence when submitting a request.

Claims That Do Not Meet the Policy

S91 reserves the right to reject a return or refund claim that does not satisfy the eligibility requirements and conditions stated in this policy.

How long do I have to request a return from S91?

An eligible return or exchange request must be submitted within 48 hours after receiving the item.

What issues are eligible for a return or exchange?

Eligible circumstances include an incorrect item received, a verified manufacturing defect, severe shipping damage, or a missing item caused by a Platform fulfilment error.

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. Receiving a duplicate prize does not qualify the item for a return or refund.

Do minor scratches or colour differences qualify 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 showing the reported issue. 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 eligible exception, such as a Platform error, 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 will an approved refund be processed?

Approved refunds will be processed using the original payment method whenever applicable. Processing time may vary depending on the payment provider.

How long does S91 shipping take?

Orders are usually shipped within 1–15 working days, although actual timelines can vary according to product availability, destination, courier services and unforeseen circumstances.

Need Help With a Return or Refund?

Contact S91 Customer Support if you receive an eligible incorrect, defective, severely damaged or missing item. Prepare your order number and supporting photos or videos before submitting the request, and make sure you contact support within the required 48-hour period.