Returns and exchanges

Effective October 14, 2026.

Returns

Unused frames in original condition and packaging may be returned within 30 days of delivery. Glazed (prescription) frames, frames that have been worn or adjusted, and special orders cannot be returned unless faulty.

How to request a return

Email sales@hidxsafety.com with your order number, the references and quantities to return, and the reason. We will issue a return authorisation number and instructions. Returns sent without authorisation cannot be accepted.

Return freight

HiDX pays return freight on all authorised returns.

Restocking

We do not charge a restocking fee.

Exchanges

Exchanges for a different size or colourway are handled as a return and a new order, so the replacement can ship without waiting for the return to arrive.

Warranty

Every HiDX frame carries a one-year warranty against manufacturing defects from the date of purchase. Warranty does not cover normal wear, scratches, misuse, unauthorised modification or damage from accidents. To make a claim, email sales@hidxsafety.com with the order number, the frame reference and photos of the defect. We will repair, replace or credit the frame at our discretion.

Refunds

Approved refunds are issued to the original payment method, or as a credit on your trade account, within 14 business days of receiving the returned goods.