S91 Returns & Refund Policy

When a Return or Exchange May Be Accepted

S91 accepts eligible return or exchange requests 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.

48-Hour Request Period

An eligible return or exchange request must be submitted within 48 hours after receiving the item. Users should inspect delivered products promptly so that any eligible issue can be reported within this period.

Opened Blind Boxes and Random Prize Results

Returns or refunds are not accepted for opened Blind Boxes or because of random prize results. Duplicate prizes and returns based on personal preference are also not eligible.

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 under this policy.

Minor Packaging Damage

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

Step 1: Contact S91 Customer Support

Contact S91 Customer Support within 48 hours of receiving the item if your order meets one of the eligible return conditions.

Step 2: Provide Your Order Number

Provide the relevant order number so Customer Support can identify the purchase and review the return request.

Step 3: Submit Photos or Videos

Provide clear photos or videos showing the product and the issue being reported. This evidence is used as part of the verification process.

Step 4: Provide an Unboxing Video Where Available

A complete unboxing video is strongly recommended because it can help S91 verify the condition of the package and product more efficiently.

Step 5: Wait for Claim Review

S91 reviews each return request individually. Approval depends on whether the circumstances and supporting evidence meet the requirements of the Returns & Refund Policy.

How Approved Refunds Are Processed

When 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 circumstances qualify under the exceptions specified by S91, such as a Platform error.

Completed Blind Box Purchase Refunds

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

Estimated Shipping Period

S91 orders are usually shipped within 1–15 working days. Actual delivery times may vary depending on product availability, destination, courier services and unforeseen circumstances.

Shipping Fees

Applicable shipping fees are displayed during checkout, allowing users to review the shipping cost 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 shipping conditions shown for the relevant order.

Shipping Timelines Are Estimates

Shipping and delivery timelines are estimates rather than guaranteed delivery dates. Courier services and circumstances outside the Platform’s control may affect the actual delivery schedule.

Inspect Your Order After Delivery

Check the product and package as soon as the order arrives. Prompt inspection helps identify eligible issues within the 48-hour claim period.

Keep the Original Packaging

Keep all original packaging until the verification process has been completed, especially when submitting a return, exchange or refund claim.

Fraudulent Return Claims

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

Claims That Do Not Meet the Policy

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

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

Eligible return or exchange requests must be submitted within 48 hours after receiving the item.

What situations qualify for an S91 return or exchange?

Eligible circumstances include receiving 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 random prize?

No. Random prize results and personal preference do not qualify for a return or refund.

Are duplicate prizes refundable?

No. Duplicate prizes are included among the circumstances that are not eligible for returns or refunds.

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 and clear photos or videos showing the issue. A full unboxing video is strongly recommended for faster verification.

Are Top-Up balances refundable?

Top-Up balances are generally non-refundable unless an applicable exception, such as a Platform error, applies.

How long does S91 take to ship an order?

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

Does S91 offer free delivery?

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

S91 Customer Support

If you receive an eligible incorrect, defective, severely damaged or missing item, contact S91 Customer Support within 48 hours and provide the required order details and supporting evidence for review.