S91 Returns & Refund Policy

When a Return or Exchange May Be Accepted

S91 accepts returns or exchanges only under specified circumstances. Eligible cases include receiving an incorrect item, a verified manufacturing defect, severe shipping damage or a missing item caused by a Platform fulfilment error.

48-Hour Request Period

A 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 the required period.

Individual Review of Return Requests

Return requests are reviewed individually by S91. Meeting the submission requirements allows the Platform to assess the reported issue, but each request remains subject to verification under this policy.

Opened Blind Boxes and Random Prize Results

Returns or refunds are not accepted for opened Blind Boxes or random prize results. A prize result itself is not considered a valid reason for a return or refund.

Personal Preference and Duplicate Prizes

Products cannot be returned or refunded 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 eligible reasons for a return or refund.

Minor Packaging Damage

Minor packaging dents or damage caused during shipping are also considered normal product conditions and do not qualify for a return or refund under this policy.

Step 1 – Contact S91 Customer Support

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

Step 2 – Provide Your Order Number

Give Customer Support the relevant order number so the team can identify the purchase connected with your return request.

Step 3 – Submit Clear Photos or Videos

Provide clear photos or videos showing the reported problem with the product. The evidence should make the condition of the received item easy to review.

Step 4 – Provide an Unboxing Video When Available

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

Step 5 – Wait for S91 Review

S91 will review the return request individually using the submitted order information and supporting evidence. The request must satisfy the conditions of the Returns & Refund Policy to be approved.

How Approved Refunds Are Processed

Approved refunds will be processed through the original payment method whenever applicable. 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. Exceptions may apply where a refund results from a Platform error, incorrect fulfilment or another qualifying condition under this policy.

Completed Blind Box Purchases

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

Refund Processing Time

Refund processing times are not fixed because completion may depend on the payment provider used for the original transaction.

Estimated Shipping Period

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

Shipping Fees

Applicable shipping fees are displayed during checkout. Users should review the shipping cost together with their order information before completing a purchase.

Free Delivery Eligibility

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

Shipping Timelines Are Estimates

Shipping timelines are estimates rather than guaranteed delivery dates. Courier delays and circumstances outside the Platform’s control may affect when an order arrives.

Inspect Your Order After Delivery

Check the product and package as soon as the order arrives. Prompt inspection is important because eligible return requests must be submitted within 48 hours after receipt.

Keep the Original Packaging

Keep all original packaging until the verification process has been completed. Packaging may be relevant when S91 reviews a reported product or fulfilment issue.

Provide Accurate Supporting Evidence

Return requests should include accurate order details and clear evidence of the reported issue. A complete unboxing video is strongly recommended for faster verification.

Fraudulent Return Claims

Fraudulent return claims may result in account suspension. S91 also reserves the right to reject claims that do not meet the requirements of this Returns & Refund Policy.

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 situations qualify for an S91 return?

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

Can I return a duplicate prize?

No. Duplicate prizes are listed among the conditions that are not eligible for returns or refunds.

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 showing the issue. A full unboxing video is strongly recommended for faster verification.

How will an approved refund be returned?

Approved refunds are processed using the original payment method whenever applicable. Processing time may vary according to the payment provider.

How long does S91 shipping take?

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

Get Help With a Return or Refund

If you receive an eligible incorrect, defective, severely damaged or missing item, contact S91 Customer Support through the Platform’s official support channel within 48 hours and provide the required order details and supporting evidence.