Pawfriends Buyer Protection

Last updated: 5 October 2026

At a glance

• Pawfriends Buyer Protection covers eligible orders placed through pawfriends.com.au.
• Today, all products on Pawfriends are sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, based in Melbourne, Victoria, Australia.
• Item not received: claim from the latest estimated delivery date until 30 days after that date.
• Item not as described or faulty: claim within 30 days of delivery.
• If your claim is approved, we may provide a replacement, a full refund, or a partial refund if you agree to keep the item.
• For approved faulty, damaged, unsafe or not-as-described claims, we pay any required return cost.
• Contact us at [email protected].

Pawfriends Buyer Protection helps you get a replacement or your money back if an eligible order does not arrive, or arrives faulty, damaged, unsafe or materially not as described. It applies to eligible purchases made through pawfriends.com.au.

Pawfriends is operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends is currently the seller of record for all products sold on Pawfriends. We run the website and checkout, take payment, and handle customer service, delivery problems, returns and refunds, so you deal with us directly, not with a supplier. If Pawfriends ever stops trading, HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends remains responsible for orders already placed, refunds and claims.

Buyer Protection is in addition to your rights under the Australian Consumer Law. It does not replace or limit those rights. For returns, refunds and consumer guarantees, see our Returns Policy. For general site terms, see our Terms of Service.

Who does Buyer Protection cover?

Buyer Protection applies to eligible orders placed through Pawfriends.

Today, every product on Pawfriends is sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. The stores on Pawfriends group the ranges of our supply partners, and your order is sent directly to you by the relevant supply partner. Even so, the contract of sale is with HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, and we handle the claim for you.

We are also opening Pawfriends to independent sellers. If a listing is sold by an independent seller in future, that seller will be named on the listing and will be the seller of record for that listing. Pawfriends Buyer Protection will still apply, and we will handle the claim if the seller does not resolve the problem.

What problems are covered?

Item not received

Your order is covered if:

• it has not arrived and the latest estimated delivery date shown for your order has passed
• tracking shows the parcel was lost in transit
• tracking shows the parcel was returned without being delivered to you and you did not ask for that return

Item not as described, faulty, damaged or unsafe

Your order is covered if the item you receive is materially different from the listing, faulty, damaged in transit, unsafe, or does not work as it should. Examples include:

• it is a different item, model, size or colour from what you ordered
• it is faulty, damaged or does not function properly
• it is missing parts, accessories or quantities described in the listing
• it is in a materially different condition from that described
• it is not as described in another significant way

What is not covered by Buyer Protection?

• Change of mind after delivery. We do offer 14-day change-of-mind returns under our Returns Policy, but change of mind is not a Buyer Protection claim.
• Cancellation after dispatch. You can cancel an order free of charge until it has been dispatched by emailing [email protected] with your order number as soon as possible. After dispatch, it can no longer be cancelled.
• damage after delivery caused by misuse, improper handling, abnormal use or accidental damage
• minor differences that do not materially affect the item, such as slight colour variation caused by screen settings
• delivery problems caused by an incorrect address entered at checkout
• claims opened outside the Buyer Protection claim windows below, although your Australian Consumer Law rights may still apply
• purchases not completed through Pawfriends's checkout

When can I make a claim?

• Item not received: from the latest estimated delivery date until 30 days after that date.
• Item not as described or faulty: within 30 days of delivery.

If you discover a problem outside these Buyer Protection windows, still contact us at [email protected]. Your rights under the Australian Consumer Law may still apply.

How do I open a Buyer Protection claim?

1. Email us. Send your claim to [email protected] with your order number and a short description of the problem. A subject line such as Buyer Protection claim - order number helps us route it quickly.
2. Send evidence. For damaged, faulty or incorrect items, include clear photos or video of the item, packaging, shipping label and the issue. For non-delivery claims, include any helpful delivery or tracking information.
3. We review the claim. We may ask for more information. If the issue can be confirmed quickly, we may approve a replacement or refund without asking you to return the item.
4. We tell you the outcome. We will let you know whether we are sending a replacement, arranging a return, issuing a refund, or offering another appropriate remedy.

You never need to deal directly with a supply partner. HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends handles the claim for you. Emails are usually answered within one business day.

What outcomes can I receive?

• Item not received
  What we do: Replacement or full refund
  Who pays return postage: No return needed
• Item damaged in transit
  What we do: Replacement or full refund
  Who pays return postage: We pay if a return is required
• Item faulty, unsafe or not as described
  What we do: Repair, replacement or refund as the Australian Consumer Law provides; under Buyer Protection this will usually be a replacement or refund
  Who pays return postage: We pay if a return is required
• Approved claim where you choose to keep the item
  What we do: Partial refund if both you and we agree
  Who pays return postage: No return needed

Delivery on Pawfriends is free on every order, so there is no original delivery charge to refund separately.

Refunds are sent back to the original payment method used for the order. Once issued, they usually appear within 3-10 business days, depending on your payment provider. Approved refunds are processed within 3 business days of approval, or within 3 business days of receiving the returned item when a return is required.

Do I need to return the item for an approved claim?

Sometimes. For faulty, damaged, unsafe or not-as-described items, Australian Consumer Law guarantees apply whether the item ships from Australia or overseas.

Where a return is required for an approved claim, we will give you the return instructions and return address. The return address may be in Australia or overseas, depending on the item and supply partner.

For covered problems, we pay the return cost. Depending on the situation, we may:

• send you a prepaid return label
• ask you to pay for return postage and reimburse you
• refund or replace the item on the basis of photos or video without asking for the item back

If we ask you to return an item, please follow our instructions and keep your proof of postage until the claim is complete.

What is the timeline?

• Open an item not received claim
  Time frame: From the latest estimated delivery date until 30 days after that date
• Open an item not as described or faulty claim
  Time frame: Within 30 days of delivery
• Reply to customer service
  Time frame: Usually within 1 business day
• Process approved refund
  Time frame: Within 3 business days of approval, or of receiving the returned item if required
• Refund appears on original payment method
  Time frame: Usually 3-10 business days after we issue it

What if my order is delayed, lost or damaged in transit?

We deliver within Australia only, including all states and territories and regional and remote areas. Delivery is free on every order, with no minimum spend. Prices are in AUD and include GST. There is nothing to pay on delivery. If a carrier asks you to pay duty, GST or any fee for a Pawfriends order, contact us before paying.

Most items are sent from overseas, mainly China. A few suppliers send from Australia, and the listing says so. Orders are usually dispatched within 1-5 business days and usually arrive within 7-20 business days of ordering. Regional and remote areas, customs checks, public holidays and peak periods can add time. These are estimates, not guarantees.

Tracking is emailed when the order is dispatched. International tracking may not update for several days while the parcel is in transit or going through customs. Orders containing items from several stores may arrive in separate parcels.

If your order has not arrived 20 business days after ordering, or by the latest estimate shown for your order if later, contact us and we will investigate. If the parcel is confirmed lost, or does not arrive within the applicable Buyer Protection window, we will send a replacement or provide a full refund.

If an item is damaged in transit, contact us with photos and we will offer a replacement or full refund.

What are my responsibilities when making a claim?

• provide accurate, honest and complete information
• check your delivery address carefully before placing the order
• respond to our requests for information within a reasonable time
• keep the item, packaging and labels until the claim is resolved if possible
• follow our return instructions where a return is required
• do not pursue the same issue through Buyer Protection and a card chargeback or PayPal dispute at the same time; if you do, we may pause our review while the other process is underway

We may refuse a claim, reverse a claim outcome where permitted, or restrict account access if we reasonably believe a claim is false, misleading, abusive or fraudulent.

What payment methods are covered?

Orders on Pawfriends can be paid for by Visa, Mastercard and American Express cards processed by Stripe, Apple Pay and Google Pay on supported devices via Stripe, and PayPal.

We do not offer buy now, pay later or instalment services. We do not accept Afterpay, Zip, Klarna, Humm, Latitude, PayPal Pay in 4, PayPal Credit, bank transfer, cash, cheque, cryptocurrency or third-party gift cards. Payment is taken when the order is placed. We never store full card numbers; Stripe is PCI DSS certified. For more information, see our Payments page.

How is my information used for claims and delivery?

To fulfil your order and investigate delivery or product issues, we disclose your name, delivery address, phone number and order details to the supply partner sending the item. Most supply partners are outside Australia, mainly in China. This is a cross-border disclosure for the purposes of APP 8. For more information, see our Privacy Policy.

How can I contact you?

Contact HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends at [email protected] for customer service, orders, returns, privacy, intellectual property or seller enquiries. Using a clear subject line helps us route your email quickly.

You may also find these pages helpful: Help Centre, Shipping Policy, Returns Policy, Contact Us and About Us.

What law applies?

This policy is governed by the law of Victoria, Australia, without taking away the mandatory consumer protections of your own country.

What's changed: this page was rewritten on 5 October 2026 to be clearer and more complete, and to align with the introduction of 14-day change-of-mind returns in our Returns Policy.