S91 Returns & Refund Policy
The S91 Returns & Refund Policy explains when a return, exchange or refund may be requested, which items are not eligible, how to submit a claim and what to expect from shipping and refund processing. Review these conditions before making a purchase and inspect delivered items as soon as they arrive.
S91 Return Eligibility
When Is a Return or Exchange Accepted?
Under the S91 Returns & Refund Policy, returns or exchanges are accepted when an incorrect item is received, a manufacturing defect is verified, an item has severe shipping damage, or an item is missing because of a Platform fulfilment error.
Submit Your Request Within 48 Hours
An eligible return or exchange request must be submitted within 48 hours after receiving the item. Inspect the delivered product promptly so that any qualifying issue can be reported within the required period.
Non-Returnable Items
Opened Blind Boxes and Random Prize Results
Returns or refunds are not accepted for opened Blind Boxes or random prize results. Duplicate prizes and requests based on personal preference are also not eligible under this policy.
Minor Product Imperfections
Minor scratches, minor paint imperfections and colour differences are considered normal product conditions and do not qualify for a return or refund.
Minor Packaging Damage
Minor packaging dents or damage caused during shipping are also considered normal product conditions and are not eligible for return or refund under this policy.
How to Request a Return
Step 1: Contact S91 Customer Support
Start your return request by contacting S91 Customer Support within the applicable 48-hour period after receiving the item.
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 product and the issue being reported. The supporting material will be used when S91 reviews the request.
Step 4: Provide a Full Unboxing Video Where Available
A full unboxing video is strongly recommended because it can help support faster verification of the condition of the delivered item and the reported issue.
Step 5: Wait for S91 Review
S91 reviews each return request individually. Approval depends on whether the circumstances and supporting information meet the requirements of this Returns & Refund Policy.
S91 Refund Policy
How Approved Refunds Are Processed
Where applicable, an approved refund will be processed using the original payment method. The time required for the refund to be completed may vary depending on the payment provider.
Top-Up Balance Refunds
Top-up balances are generally non-refundable unless the refund relates to a Platform error, incorrect fulfilment or a verified product defect.
Completed Blind Box Purchase Refunds
Completed Blind Box purchases are also generally non-refundable unless the applicable issue was caused by a Platform error, incorrect fulfilment or verified product defect.
Refund Processing Time
The time required to process an approved refund may vary according to the payment provider. S91 does not specify a fixed processing period under this policy.
Shipping and Delivery
Estimated Shipping Period
S91 orders are generally shipped within 1–15 working days. Actual delivery timing can vary depending on product availability, destination and other circumstances affecting fulfilment.
Shipping Fees
Applicable shipping fees are displayed during checkout, allowing users to review the delivery charge before completing an order.
Free Delivery Eligibility
Orders above the Platform’s applicable free shipping threshold may qualify for free delivery. Eligibility depends on the threshold applicable to the order.
Delivery Time May Vary
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 After Delivery
Check the item immediately after receiving it. Prompt inspection helps identify incorrect items, severe shipping damage, missing items or possible manufacturing defects within the 48-hour claim period.
Keep the Original Packaging
Keep all original packaging until verification of a return or refund request has been completed. Packaging may be relevant when S91 reviews the condition of the delivered product.
Provide Accurate Claim Information
Return claims should accurately describe the issue and include the requested supporting evidence. Fraudulent return claims may result in account suspension.
S91 May Reject Ineligible Claims
S91 reserves the right to reject a return or refund claim that does not meet the requirements stated in this policy.
S91 Returns & Refund FAQ
How long do I have to request an S91 return?
Eligible return or exchange requests must be submitted within 48 hours after receiving the item.
What issues qualify for an S91 return or exchange?
Qualifying circumstances include an incorrect item, 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 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 do not qualify for a return or refund.
Can I return a duplicate prize?
No. Duplicate prizes are listed as non-returnable under this policy.
Do minor scratches or colour differences qualify for a return?
No. Minor scratches, minor paint imperfections and colour differences are considered normal product conditions and are not eligible for return or refund.
What evidence should I provide for a return request?
Provide your order number together with clear photos or videos showing the issue. A full unboxing video is strongly recommended for faster verification.
How will an approved refund be returned?
Approved refunds will be processed through the original payment method whenever applicable. Processing times may vary by payment provider.
Are S91 top-up balances refundable?
Top-up balances are generally non-refundable unless the circumstances involve a Platform error, incorrect fulfilment or verified product defect.
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.
Need Help With a Return or Refund?
If you received an incorrect item, a product with a verified defect, severe shipping damage or a missing item caused by a fulfilment error, contact S91 Customer Support within 48 hours and provide the required order evidence.