S91BOX Returns & Refund Policy

Under the S91BOX Returns & Refund Policy, returns or exchanges are accepted only when an order meets the specified eligibility conditions. Users should inspect delivered items promptly and report eligible issues within the required timeframe.

Incorrect Item Received

A return or exchange may be requested when the item delivered is different from the item that should have been fulfilled for the order.

Verified Manufacturing Defect

Products with a verified manufacturing defect may qualify for a return or exchange after the issue has been reviewed by S91. Supporting evidence may be required during verification.

Severe Shipping Damage

An item that arrives with severe shipping damage may qualify for a return or exchange. Users should retain the product and its original packaging while the claim is being reviewed.

Missing Item Due to Fulfilment Error

A return-related claim may be submitted when an item is missing because of a Platform fulfilment error. S91 will review the circumstances of the order before determining eligibility.

48-Hour Request Period

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

Not every product condition or purchase result qualifies for a return or refund. The following situations are considered non-returnable under the Platform’s policy.

Opened Blind Boxes

Opened Blind Boxes are not eligible for returns or refunds. Users should consider the nature of Blind Box purchases before opening the product.

Random Prize Results

Random prize results are not accepted as a reason for a return or refund. A result obtained through the applicable random prize process cannot be returned solely because of the prize received.

Personal Preference and Duplicate Prizes

Returns or 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 grounds for a return or refund.

Users with an eligible product issue should follow the return procedure and provide sufficient order and product information for S91 to review the request individually.

Step 1 – Contact Customer Support

Contact S91 Customer Support through an official communication channel and explain the issue with the delivered product.

Step 2 – Provide Your Order Number

Provide the relevant order number so Customer Support can identify the purchase and review the associated order information.

Step 3 – Submit Photos or Videos

Submit clear photos or videos showing the product and the reported issue. The evidence should clearly show the condition that forms the basis of the return request.

Step 4 – Provide an Unboxing Video Where Available

A full unboxing video is strongly recommended because it can assist S91 with verification and may help the review proceed more efficiently.

Step 5 – Wait for Claim Review

S91 reviews each return request individually. Eligibility is determined based on the circumstances of the claim and the requirements of this policy.

Approved refunds are processed using the original payment method whenever applicable. Refund availability depends on whether the transaction and circumstances satisfy the Platform’s refund conditions.

Top-Up Balances

Top-up balances are generally non-refundable unless the applicable circumstances fall within an exception stated in this policy.

Completed Blind Box Purchases

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

Platform Error

A refund may be considered when an eligible issue is caused by a verified Platform error and the request satisfies the requirements of this policy.

Incorrect Fulfilment

Where S91 verifies that an order was fulfilled incorrectly, the transaction may qualify for a refund in accordance with the applicable review.

Verified Product Defect

A verified product defect may qualify for a refund after S91 reviews the claim and confirms that it meets the policy requirements.

Refund Processing Time

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

Delivery times depend on product availability and destination. Users should treat stated shipping timelines as estimates because courier operations and unforeseen circumstances can affect delivery.

Estimated Shipping Period

Orders are usually shipped within 1–15 working days, subject to 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 the relevant order.

Free Shipping 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 Delays

Shipping timelines are estimates rather than guaranteed delivery dates. Courier services or unforeseen circumstances may affect the actual delivery schedule.

Inspect Your Order Upon Delivery

Users should inspect their orders immediately after delivery. Prompt inspection helps identify eligible fulfilment, defect or shipping issues within the required 48-hour claim period.

Keep the Original Packaging

Keep all original product packaging until verification has been completed. The packaging may be relevant when S91 reviews a product condition or shipping-related claim.

Fraudulent Return Claims

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

Claims That Do Not Meet the Policy

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

How long do I have to submit a return request?

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

What situations qualify for a return or exchange?

Returns or exchanges may be accepted for 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 listed as non-returnable under this 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. Receiving a duplicate prize does not qualify the item for a return or refund.

Do minor scratches or paint imperfections 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?

Users should provide their order number together with clear photos or videos showing the product issue. A full unboxing video is strongly recommended for faster verification.

How are approved refunds processed?

Approved refunds are processed through the original payment method whenever applicable. Processing times may vary depending on the payment provider.

Are top-up balances refundable?

Top-up balances are generally non-refundable unless an applicable exception under the policy applies.

How long does S91BOX shipping take?

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

Does S91BOX offer free shipping?

Orders above the Platform’s applicable free shipping threshold may qualify for free delivery. Shipping charges, where applicable, are displayed during checkout.

If you receive an item that may qualify for a return, exchange or refund, contact S91 Customer Support through an official communication channel within the applicable timeframe. Provide your order number and supporting photos or videos so the request can be reviewed.