S91BOX Returns & Refund Policy

S91BOX accepts returns or exchanges only under specific circumstances. Users should inspect delivered products promptly and determine whether the issue meets the eligibility requirements before contacting Customer Support.

Incorrect Item Received

A return or exchange request may be submitted if the product received 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 S91BOX.

Severe Shipping Damage

A return request may be considered when an item arrives with severe damage caused during shipping. Minor packaging damage or minor cosmetic imperfections are not included under this condition.

Missing Item

If an item is missing because of a Platform fulfilment error, the affected order may qualify for a return-related claim after verification.

48-Hour Request Period

All eligible return or exchange requests must be submitted within 48 hours after receiving the item. Users should therefore inspect the order as soon as it arrives.

Certain products, results and product conditions do not qualify for returns or refunds under the S91BOX policy. Users should review these exclusions before making a purchase or submitting a claim.

Opened Blind Boxes

Opened Blind Boxes are non-returnable. Once a Blind Box has been opened, it cannot be returned or refunded on that basis.

Random Prize Results

Random prize results are not eligible for returns or refunds simply because the resulting prize is not the one the user preferred.

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 treated as normal product conditions and are not accepted as reasons for a return or refund.

Minor Packaging Damage

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

Users with an eligible issue should follow the S91BOX return procedure and provide sufficient order and product evidence so that the request can be reviewed.

Step 1 – Contact Customer Support

Contact official S91BOX Customer Support as soon as possible after identifying an eligible issue. The request must be made within the applicable 48-hour period.

Step 2 – Provide Your Order Number

Provide the order number associated with the affected product so Customer Support can identify the relevant transaction and order details.

Step 3 – Submit Photos or Videos

Submit clear photos or videos showing the product and the issue being reported. These materials will be used as part of the verification process.

Step 4 – Provide an Unboxing Video When Available

A full unboxing video is strongly recommended because it can provide clearer evidence of the product’s condition when the package was opened and may support faster verification.

Step 5 – Wait for S91BOX Review

S91BOX reviews each return request individually. Eligibility depends on whether the submitted claim and supporting evidence meet the conditions stated in this policy.

Refunds are subject to approval and the applicable transaction circumstances. Top-up balances and completed Blind Box purchases are generally non-refundable except under the specified conditions below.

Approved Refund Method

When applicable, an approved refund will be processed using the original payment method used for the transaction.

Platform Error

A refund may be considered where the relevant issue results from a verified Platform error.

Incorrect Fulfilment

Incorrect fulfilment may qualify for a refund after the circumstances of the order have been reviewed and verified.

Verified Product Defect

A verified product defect may qualify for a refund when the request meets the requirements of this policy.

Refund Processing Time

The time required to complete an approved refund may vary depending on the payment provider involved in processing the transaction.

Shipping and delivery times depend on factors including product availability and destination. Users should review the applicable shipping information when completing an order.

Estimated Shipping Period

Orders are usually shipped within 1–15 working days. This represents the general shipping period and does not guarantee delivery on a specific date.

Shipping Fees

Applicable shipping fees are displayed during checkout so users can review the delivery cost before completing the order.

Free Shipping Eligibility

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

Delivery Timeline

Shipping timelines are estimates. Actual delivery may be affected by courier services, destination or unforeseen circumstances outside the normal fulfilment process.

Inspect Your Order Immediately

Check your order promptly after delivery. Because eligible claims must be submitted within 48 hours after receipt, identifying and documenting an issue early is important.

Keep the Original Packaging

Keep all original packaging until the verification process is completed. Packaging may help Customer Support assess the condition of the delivered product and the circumstances surrounding a claim.

Provide Accurate Claim Information

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

Claims That Do Not Meet the Policy

S91BOX reserves the right to reject a return or refund claim that does not satisfy the eligibility requirements and conditions stated in 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 situations qualify 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 S91BOX 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 included among the non-returnable and non-refundable conditions.

Are minor scratches or colour differences eligible for returns?

No. Minor scratches, minor paint imperfections and colour differences are considered normal product conditions under this policy.

What do I need when submitting a return request?

Contact Customer Support, provide your order number and submit clear photos or videos of the product. A full unboxing video is strongly recommended for faster verification.

Are S91BOX top-up balances refundable?

Top-up balances are generally non-refundable unless the applicable circumstances fall within the exceptions stated in the policy, such as a Platform error.

Are completed Blind Box purchases refundable?

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

How will an approved refund be processed?

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

How long does S91BOX take to ship an order?

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

Should I keep the packaging after receiving my order?

Yes. Keep all original packaging until any required verification has been completed, especially if you need to report a product or delivery issue.