S91BOX Returns & Refund Policy

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

Incorrect Item Received

A return or exchange request may be submitted when the item delivered does not match the item that should have been fulfilled for your order.

Verified Manufacturing Defect

Products with a verified manufacturing defect may qualify for a return or exchange after S91 reviews the supporting evidence provided with the request.

Severe Shipping Damage

If an item arrives with severe damage caused during shipping, contact Customer Support within the required 48-hour period and provide evidence of the product’s condition.

Missing Item

A missing item may qualify for a claim when the issue is caused by a Platform fulfilment error. S91 will review the circumstances of each submitted request.

Certain products, outcomes and minor product conditions do not qualify for returns or refunds. Users should review these exclusions before completing a purchase.

Opened Blind Boxes

Opened Blind Boxes are non-returnable. Once a Blind Box has been opened, it cannot be returned or refunded under this policy.

Random Prize Results

A random prize result itself is not a valid reason for a return or refund. Blind Box outcomes cannot be returned simply because a user prefers a different result.

Personal Preference and Duplicate Prizes

Returns or refunds are not accepted based on 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 a return or refund.

Minor Packaging Damage

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

If your order meets the return eligibility requirements, follow the return procedure and provide the information needed for S91 to review the claim.

Step 1: Contact Customer Support

Contact S91 Customer Support as soon as possible after identifying an eligible issue. The request must be submitted within 48 hours after receiving the item.

Step 2: Provide Your Order Number

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

Step 3: Submit Photos or Videos

Submit clear photos or videos showing the product and the issue being reported. The evidence should clearly support the reason for your return request.

Step 4: Provide an Unboxing Video Where Available

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

Step 5: Wait for Review

S91 reviews each return request individually. Approval depends on whether the submitted claim and supporting evidence meet the requirements of this policy.

The S91BOX Refund Policy applies to approved refund requests. When applicable, an approved refund will be processed using the original payment method.

Approved Refunds

Refunds are processed after the relevant request has been reviewed and approved by S91. Refund processing times may vary depending on the payment provider involved.

Top-Up Balances

Top-up balances are generally non-refundable unless the circumstances qualify under the applicable refund conditions stated by the Platform.

Completed Blind Box Purchases

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

Original Payment Method

Whenever applicable, an approved refund will be returned through the original payment method used for the transaction. Processing time can depend on the relevant payment provider.

Delivery times depend on factors including product availability and destination. Users should review the shipping information provided during the purchase process.

Estimated Shipping Time

Orders are usually shipped within 1–15 working days. Actual delivery timing may vary depending on the order, destination and courier service.

Shipping Fees

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

Free Shipping Eligibility

Orders above the Platform’s applicable free shipping threshold may qualify for free delivery. Eligibility depends on the threshold presented by the Platform.

Possible Shipping Delays

Shipping timelines are estimates. Delivery may be affected by courier services, product availability or unforeseen circumstances outside the normal fulfilment timeline.

Users should inspect delivered orders promptly and preserve relevant evidence when an eligible product issue is identified.

Inspect Your Order Upon Delivery

Check the product as soon as you receive it. Eligible return or exchange requests must be submitted within the specified 48-hour period.

Keep the Original Packaging

Keep all original packaging until the verification process has been completed, particularly when you have submitted a return or product-condition claim.

Provide Accurate Claim Information

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

Claim Approval

S91 reserves the right to reject claims that do not satisfy the requirements of this Returns & Refund 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 products can I return?

Returns or exchanges may be accepted for 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 S91BOX Returns & Refund Policy.

Can I get a refund if I do not like my Blind Box 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 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 together with 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 applicable circumstances meet the Platform’s stated refund conditions.

Are completed Blind Box purchases refundable?

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

How long does S91BOX shipping take?

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

How are approved refunds processed?

Approved refunds are processed through the original payment method whenever applicable. The time required to complete a refund may vary depending on the payment provider.

Get Help With a Return or Refund

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