S91BOX Returns & Refund Policy

Under the S91BOX Returns & Refund Policy, returns or exchanges are accepted only under specified circumstances. Eligible requests must be submitted within 48 hours after receiving the item.

Incorrect Item Received

A return or exchange may be requested when the item delivered does not match 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 S91 reviews the submitted evidence.

Severe Shipping Damage

A return request may be submitted when an item arrives with severe damage caused during shipping. Minor packaging damage does not qualify under this condition.

Missing Item

A missing item may qualify when the issue is confirmed to have resulted from a Platform fulfilment error.

Certain products, results and product conditions are not eligible for returns or refunds. Users should review these exclusions before submitting a request.

Opened Blind Boxes

Opened Blind Boxes are not eligible for return or refund under the policy.

Random Prize Results and Duplicate Prizes

Random prize results and duplicate prizes are not accepted as reasons for a return or refund.

Personal Preference

A product cannot be returned or refunded solely because of personal preference.

Minor Product Imperfections

Minor scratches, minor paint imperfections and colour differences are considered normal product conditions and are not eligible reasons for return or refund.

Minor Packaging Damage

Minor packaging dents or minor packaging damage caused during shipping are considered normal product conditions and do not qualify for return or refund.

Users with an eligible issue should contact S91 Customer Support within the required 48-hour period and provide sufficient order and product information for verification.

Step 1 – Contact Customer Support

Contact S91 Customer Support through the Platform’s official support channel as soon as an eligible problem with the received item is identified.

Step 2 – Provide Your Order Number

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

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 requiring review.

Step 4 – Provide an Unboxing Video Where Available

A full unboxing video is strongly recommended because it can assist S91 with faster verification of the product’s condition upon delivery.

Step 5 – Wait for Request Review

S91 reviews each return request individually based on the submitted order information, evidence and applicable return conditions.

Approved Refunds

When a refund request is approved, the refund will be processed using the original payment method whenever applicable.

Top-Up Balances

Top-up balances are generally non-refundable unless the applicable circumstances specified by the policy are met.

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 verified product defect.

Refund Processing Time

The time required for an approved refund to be processed may vary depending on the payment provider involved in the transaction.

Delivery times and applicable shipping charges may vary depending on product availability and destination. Users should review the shipping information displayed during their purchase.

Shipping Time

Orders are usually shipped within 1–15 working days. Shipping timelines are estimates and may be affected by courier services or unforeseen circumstances.

Shipping Fees

Applicable shipping fees are displayed during checkout, allowing users to review the charge before completing their purchase.

Free Shipping

Orders above the Platform’s applicable free-shipping threshold may qualify for free delivery. Eligibility depends on the threshold in effect for the order.

Delivery Delays

Estimated shipping timelines may be affected by courier operations or other unforeseen circumstances outside the normal delivery process.

Inspect Your Order Upon Delivery

Users should inspect their order immediately after receiving it so that any eligible issue can be identified and reported within the required timeframe.

Keep the Original Packaging

Keep all original product packaging until the verification process has been completed. This may assist S91 in reviewing the condition of the received product.

Submit Accurate Claims

Return and refund requests should contain accurate information and genuine supporting evidence. Fraudulent return claims may result in account suspension.

Claim Review

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

How long do I have to request a return from S91BOX?

An eligible return or exchange request must be submitted within 48 hours after receiving the item.

What issues are eligible for a return or exchange?

Eligible circumstances include an incorrect item received, 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 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 returns or refunds.

Can duplicate prizes be returned?

No. Duplicate prizes are included among the non-returnable conditions.

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 of the product. A full unboxing video is strongly recommended for faster verification.

Are top-up balances refundable?

Top-up balances are generally non-refundable unless the refund is applicable under the conditions stated in this policy.

How will an approved refund be processed?

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

How long does S91BOX shipping take?

Orders are usually shipped within 1–15 working days, although actual delivery timelines may be affected by product availability, destination, courier services or unforeseen circumstances.

Get Help With a Return or Refund

If you receive an item that may qualify under this policy, contact S91 Customer Support promptly and provide the relevant order information and supporting evidence for review.