Last updated: 1 October 2026
Pawfriends Buyer Protection helps you get your money back if an eligible order doesn't arrive, or arrives and isn't what you paid for. It covers eligible purchases from every seller on Pawfriends, whether they ship from Australia or overseas.
Buyer Protection is in addition to your rights under the Australian Consumer Law. It doesn't replace or limit them. See our Returns & Refunds Policy for more about your consumer rights.
What's covered
Item not received
Your order hasn't arrived and the latest estimated delivery date shown on your order has passed, or tracking shows the parcel was lost or returned to the seller without your agreement.
Item not as described
The item you received is significantly different from the listing. For example:
- it's a different item, model, size or colour from what you ordered
- it's faulty, damaged or doesn't work
- it's missing parts or items that were described in the listing
- it's counterfeit or a copy of a branded product
- it's in a materially different condition from that described (for example, sold as new but clearly used)
What's not covered
- change-of-mind returns (these are at the seller's discretion – see the listing)
- items damaged by misuse or accident after delivery
- minor differences that don't matter, such as slight variations in colour caused by screen settings
- orders delivered to the address you entered at checkout where that address was incorrect
- purchases paid for outside Pawfriends's checkout – always pay through Pawfriends to stay protected
- claims opened after the time limits below (your Australian Consumer Law rights still apply)
How to open a claim
- Email us. Email [email protected] with your order number and a short description of the problem.
- Provide details. Tell us what went wrong and include photos or video of the item, packaging and any labels where relevant.
- We contact the seller. We pass your claim to the seller, who has a chance to resolve it – for example, by sending a replacement, arranging a return or issuing a refund.
- Pawfriends decides if needed. If the seller doesn't respond, or you can't agree, Pawfriends steps in. We'll review the information from both sides and make a decision.
Timelines
- Item not received: you can open a claim once the latest estimated delivery date has passed, and up to 30 days after that date.
- Item not as described: open a claim within 30 days of delivery.
- Seller response: the seller must respond to a claim within 3 business days.
- Escalation: if the seller doesn't respond within 3 business days, or the claim isn't resolved within 7 days of being opened, Pawfriends will step in and decide the claim.
- Pawfriends decision: we aim to make a decision within 5 business days of receiving all the information we need.
If you find a fault after these time limits, you still have rights under the Australian Consumer Law. Email [email protected] with your order number and we'll contact the seller for you.
Outcomes
If a claim is decided in your favour, you may receive:
- a full refund of the item price and the original delivery cost, or
- a replacement item, or
- a partial refund, if you agree to keep the item.
For item not as described claims, we may ask you to return the item. Where a return is needed, the seller is responsible for the reasonable return costs. If the seller doesn't provide a return solution, Pawfriends will tell you what to do next. Refunds are paid to your original payment method.
Your responsibilities
- Give accurate, honest information and respond to our requests within the time we ask.
- Keep the item, packaging and labels until the claim is closed.
- Use tracked postage for any return and keep your proof of postage.
- Don't open a claim with Pawfriends and a chargeback or PayPal dispute for the same problem at the same time. If you do, we may pause our review until the other process is finished.
We may refuse or reverse a claim if we find it was false or misleading, and we may restrict accounts that misuse Buyer Protection.
Questions?
Visit our Help Centre or email [email protected].