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Return & Shipping Policy

This Returns Policy is to be read in conjunction with our Terms and Conditions and applies to all purchases made in-store and online through our Website

(located at


Return Conditions

For 9621 to process your return / replacement:


 - The products must be in saleable condition


 - The products must be sealed and undamaged in their original condition


 - All returns must be received by 9621, for online purchases - within 7 days of us dispatching them to you or for in store purchases within 7 days of purchase


 - Return requests must include your reason for Return


 - Proof of purchase in the form of your 9621 confirmation email, order number


-Non-merchandises items, such as preorder benefits photocards, free posters are generally not eligible for return / refund


Change of Mind

For your convenience, 9621 generally allows returns for change of mind under the following conditions. However please note that we reserve the right to refuse an exchange / refund for a change a mind at our discretion. 


- You can request for order cancellation if we have not shipped out your order yet 

-  You should follow our return policy if your order has been shipped


Delivery and Shipping


Delivery Charges: Except in the case of Faulty Product returns, original delivery charges are non-refundable and delivery charges for returned items are responsibility of the customer. No return delivery charges will be incurred if you select to return your item in-store.


9621 takes no responsibility for missing incoming deliveries of a return. We encourage you to return your Product(s) via registered or traceable postal services as return parcels remain the responsibility of the purchaser until received by 9621. Returned items must be sent by a prepaid method of delivery.


In-store Purchases

Purchases made in-store at 9621 may only be returned in-store.

In addition to meeting the Return Conditions as above, please note that if you paid for your item(s) using a debit or credit card and are seeking a refund, the same cardholder and the same credit or debit card used for your original purchase are required as your refund will be processed in the same manner as original payment. You must also present your original purchase receipt.

Strictly No Cancellation for all preorder items

No refund, replacement or exchange of factory defective products / damages caused by human error.

No refund, replacement or exchange for Unsealed Products and Random Merchandises

The outer case (such as Lightstick outer box , DVD outer box , Seasons Greetings outer box , Albums outer box) is used to protect the inside contents only. It’s not part of the products. Please note that damages (such as slight scratches and discolouration) on the outer case cannot be compensated.

We will do full refund if the items out of stock

Online Purchases

Under normal situation, orders should be shipped out within 2 to 4 working days after an order is placed.

If you place an order with pre-order items, you will receive a shipment confirmation when your item is dispatched. All preorder items take 14 business days to arrive

Strictly No Cancellation for all preorder items

No refund, replacement or exchange of factory defective products / damages caused by human error.

No refund, replacement or exchange for Unsealed Products and Random Merchandises

The outer case is to protect the inside contents. Please note that slight scratches and discoloration of the case is not a defect of the product.

Please provide an unboxing video if you apply for exchange or refund. Video must start from unboxing outer box (sealed post office mailer or parcel box) and make sure the products clearly in the video. If you see any damages or any other issues, must show in the unboxing video. Remember to shoot the video in one time. we do not accept your video if it is more than one shot or not smooth at all.

We will do full refund if the items out of stock

Processes for Returning an Online Order

Contact Team 9621 for a return

Ensure that your Product meets our Return Conditions and complies with this Policy

Pack the return Products into an appropriate postage parcel and affix the returns label to the outside of your parcel and send the package back to 9621. 

Don’t forget to include the return form and proof of purchase (your 9621 confirmation email and order number). 

Do not affix any labels to the actual product packaging as this may void the requirement for the product packaging to be in original and saleable condition

Please allow up to 14 business days for our team to receive your return. If it has been more than 14 business days since you sent your return to us, and you still have not received confirmation from us that we have received it, please follow up with your delivery to confirm its status.
Once we receive the package and confirm that it meets the terms and conditions of this Policy, we’ll process your refund and send you an email to let you know, or we will be in touch to arrange an exchange

Returns are processed on a "first come, first served" basis, and your refund should be processed within 7 working days during normal operating periods.
If there are any issues or your return does not comply with this Policy, we’ll contact you and send your Products back to you.

Please note that you will have to cover the postage charges for the return of your Products via Post unless the Products are faulty.

If you send any products to us, we are not responsible if the product is damaged or lost and will not accept any liability for non-delivery. We recommend using a service which will allow for the item to be tracked (such as express or registered post).



You may return an item purchased through our online store at 9621 in person.

Ensure that your Product complies with the Return Conditions and this Policy.

Ensure that the Product you wish to return is available for return in-store



This Policy may be amended from time to time by 9621, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check 9621’s current Terms and Conditions, before making any purchase.


Contact Us

If you have any enquiries regarding your return or our Returns Policy, you may contact our team via email

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