Refund policy
Order Issues
If your order arrives damaged, incorrect, or incomplete, please contact us at shop@suay.com as soon as possible and include your order number and photos if applicable. We’ll review the issue and work to make it right.
Returns
We accept returns within 30 days of delivery.
To qualify for a refund, returned items must be:
- unworn
- unused
- in new condition
- in the original packaging
If a returned item is not in new condition and original packaging, it may still be accepted at our discretion, but it will be eligible for store credit only.
Non-Returnable Items
We may refuse returns, or limit them to store credit, for items that show signs of wear, use, damage, or missing original packaging.
Custom products, final sale items, and select limited-run items may not be eligible for return. If an item is final sale, it will be marked accordingly at the time of purchase.
Refunds
Once your return is received and inspected, we’ll notify you whether it has been approved for a refund or store credit.
If approved for a refund, it will be issued to your original payment method. Please allow several business days for the refund to appear, depending on your bank or card provider.
Original shipping charges are non-refundable unless the return is due to our error.
Store Credit
If your return does not meet refund condition requirements but is still accepted, we will issue store credit instead of a refund.
Exchanges
If you’d like a different item, color, or size, the fastest option is usually to return the original item and place a new order, unless we confirm an exchange directly.
Contact
For shipping or return questions, please contact shop@suay.com and include your order number.