S91 Returns & Refund Policy
The S91 Returns & Refund Policy explains when products may qualify for a return, exchange or refund, how to submit a claim, which items are non-returnable, and what to expect from shipping and delivery. Review this policy before making a purchase and inspect received items promptly after delivery.
S91 Return Eligibility
Incorrect Item Received
A return or exchange may be accepted when the item delivered does not match the item that should have been fulfilled for your order.
Verified Manufacturing Defect
Products with a verified manufacturing defect may qualify for a return or exchange. S91 reviews each submitted claim individually before determining eligibility.
Severe Shipping Damage
A return request may be submitted when an item arrives with severe damage caused during shipping. Minor packaging dents, scratches or other minor conditions are treated differently under this policy and are generally not eligible.
Missing Item Due to Fulfilment Error
If an item is missing because of a Platform fulfilment error, you may submit a claim to S91 Customer Support for review.
Submit Your Request Within 48 Hours
Eligible return or exchange requests must be submitted within 48 hours after receiving the item. Users should inspect their order promptly after delivery so that any qualifying issue can be reported within the required period.
Non-Returnable Items
Opened Blind Boxes
Opened Blind Boxes are not eligible for returns or refunds. Users should review the applicable product information before opening or completing their purchase.
Random Prize Results
A random prize result is not a valid reason for a return or refund. Receiving a particular result through the Blind Box process does not make the product eligible for a claim.
Personal Preference and Duplicate Prizes
Returns and 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 do not qualify for returns or refunds 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 accepted as reasons for a return or refund.
How to Request an S91 Return
Step 1 – Contact Customer Support
Contact S91 Customer Support as soon as possible after identifying an eligible problem with your delivered item. Remember that qualifying requests must be submitted within 48 hours of receiving the product.
Step 2 – Provide Your Order Number
Provide the relevant order number so Customer Support can identify the purchase associated with your return request.
Step 3 – Submit Clear Photos or Videos
Send clear photos or videos showing the condition or issue you are reporting. The supporting evidence will be used as part of S91’s verification process.
Step 4 – Provide a Full Unboxing Video Where Available
A full unboxing video is strongly recommended because it can assist S91 with faster verification of the condition in which the order was received.
Step 5 – Wait for S91 Review
S91 reviews every return request individually. Approval is not automatic and depends on whether the submitted claim meets the conditions stated in this Returns & Refund Policy.
S91 Refund Policy
Approved Refunds
When a refund request is approved, S91 will process the refund through the original payment method whenever applicable.
Top-Up Balance Refunds
Top-up balances are generally non-refundable unless the applicable circumstances meet the exceptions described in this policy.
Completed Blind Box Purchases
Completed Blind Box purchases are generally non-refundable. Exceptions may apply when the issue results from a Platform error, incorrect fulfilment or verified product defect.
Refund Processing Time
Refund processing times may vary depending on the payment provider. As a result, the time required for an approved refund to be completed may differ between payment methods.
Shipping and Delivery
Estimated Shipping Time
S91 orders are generally shipped within 1–15 working days. Actual delivery timing can vary depending on product availability and the destination.
Shipping Fees
Applicable shipping fees are displayed during checkout, allowing users to review the delivery cost before completing their purchase.
Free Shipping Eligibility
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.
Shipping Delays
Shipping timelines are estimates rather than guaranteed delivery dates. Courier services and unforeseen circumstances may affect the actual delivery schedule.
Important Return and Refund Notes
Inspect Your Order Immediately
Check your order as soon as it arrives. Prompt inspection gives you time to identify and report an eligible issue within the required 48-hour claim period.
Keep the Original Packaging
Keep all original packaging until the verification process has been completed. Packaging may help support S91’s assessment of a return claim.
Submit Accurate Return Claims
Return requests should accurately describe the issue with the received product. Fraudulent return claims may result in account suspension.
S91 May Reject Ineligible Claims
S91 reserves the right to reject a return, exchange or refund claim that does not satisfy the conditions of this policy.
S91 Returns & Refund FAQ
How long do I have to request an S91 return?
An eligible return or exchange request must be submitted within 48 hours after receiving the item.
What products are eligible for an S91 return?
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.
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 Blind Box prize?
No. Random prize results and personal preference are not accepted as reasons for a return or refund.
Can I return a duplicate prize?
No. Receiving a duplicate prize does not qualify the item for a return or refund.
Are minor scratches or paint imperfections refundable?
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?
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 completed Blind Box purchases refundable?
Completed Blind Box purchases are generally non-refundable unless the issue is caused by a Platform error, incorrect fulfilment or verified product defect.
How will an approved S91 refund be processed?
Approved refunds are processed using the original payment method whenever applicable. Processing time may vary depending on the payment provider.
How long does S91 take to ship an order?
Orders are usually shipped within 1–15 working days, although timing may vary based on product availability, destination, courier services and unforeseen circumstances.
Contact S91 Customer Support
Get Help with a Return or Refund
If you receive an item that may qualify for a return or refund, contact S91 Customer Support through the official communication channels. Prepare your order number and supporting photos or videos before submitting your request.
Need Help with an S91 Return or Refund?
Contact S91 Customer Support within 48 hours of receiving an eligible item and provide your order details together with clear supporting photos or videos for review.