Free exchanges
Fits or we fix it
Wrong size? We'll swap it. No questions, no shipping cost. Tell us the size you need and we'll handle the rest.
The Suay Guarantee
If it's not right, we make it right.
Free exchanges, straightforward returns, and construction we stand behind. Here's exactly what we promise, in plain language, all of it on one page.
Durability
Built for daily wear
The patent-pending silicone closure flexes with your head and micro-adjusts to your fit. No pinch, no crack. Performance silhouettes are dishwasher safe: top rack, cold cycle, and they keep their shape and color. (Toasty fleece-lined versions: spot-clean by hand.)
Every hat bought at suay.com is covered against defects in materials and workmanship for one year from delivery. If the build fails, we make it right: a like-for-like replacement, on us.
Returns
No-drama returns
Thirty days to decide. If it's unworn with tags attached, send it back. The process takes a few minutes, not an afternoon.
The process
How a defect claim works
Email us a photo
Send a photo and your order number to shop@suay.com. That's the whole form.
We confirm within 1–2 business days
A person reads it, not a ticket queue. You'll hear back with next steps, usually sooner.
We make it right
Approved claims get a like-for-like replacement shipped free: same hat, same colorway when available. No return-label scavenger hunt.
Wrong size? That's not a claim. Log in to your account, open the order, and start an exchange. We'll send a prepaid label.
Questions
Guarantee FAQ
What does the Guarantee cover?
Three things. Free size exchanges on every suay.com order (mystery hats are the one exception: they exchange for store credit). Returns within 30 days on unworn hats with tags attached. And one year of defect coverage on materials and workmanship for hats bought at suay.com, starting the day yours arrives.
What counts as a defect versus normal wear?
Fading from sun, sweat lines, and a brim that's shaped itself to you are normal wear. That's a hat doing its job. A closure that cracks, seams that separate, or stitching that gives out are defects, and those are on us for one year from delivery. The guarantee covers how the hat was made, not what happens to it afterward. Damage from accidents, alterations, or misuse isn't a defect.
Not sure which yours is? Send a photo to shop@suay.com and we'll tell you straight.
How do replacements work?
Approved claims get the same hat in the same colorway, shipped free. If your colorway is sold out, we'll offer the closest available match. A replacement carries the remainder of your original year of coverage, and each hat is covered for one replacement. We may ask you to send the original back before the replacement ships; if we do, the label's on us.
How do exchanges work?
Log in to your account, open the order, and start an exchange for the size you need. We send a prepaid label, and the swap costs you nothing: no questions, no shipping cost. (Email is for defect claims; exchanges are faster through your account.)
Mystery hats are the one exception: part of the fun is not picking, so they exchange for store credit rather than a size swap.
What if my Suay was a gift?
Same coverage, same process. Have the recipient email shop@suay.com with the gifter's name or order number and we'll take it from there. Nobody has to know the size was wrong.
Every hat ships covered
Premium headwear, built different.
Every hat bought at suay.com comes with the same coverage. No registration. It's just part of the hat.