Payment Methods & Security

Last updated: 5 October 2026

At a glance

Seller and checkout operator: HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, based in Melbourne, Victoria, Australia
Accepted payment methods: Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal only
Not offered: buy now, pay later or instalments, bank transfer, cash, cheque, cryptocurrency and third-party gift cards
When you are charged: when you place your order
Refund method: back to the original payment method, usually appearing within 3-10 business days after issue
Help: [email protected], Monday to Friday 9am-5pm Melbourne time, excluding Victorian public holidays

This page explains how payments work on Pawfriends, which payment methods we accept, when payment is taken, how refunds are returned and how we help protect payment information.

HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends is the operator of Pawfriends and the seller of record for all products currently listed on Pawfriends. We run the website and checkout, take payment, and handle customer service, delivery problems, returns and refunds. Emails are usually answered within one business day.

Who am I paying when I order on Pawfriends?

You are paying HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. Pawfriends is an online marketplace, but today every product listed on Pawfriends is sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. The stores on Pawfriends group the range of our supply partners, and your order is sent directly to you by the relevant supply partner. Your contract of sale is with HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, not with a supply partner.

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

Which payment methods do you accept?

You can currently pay on Pawfriends using only these methods:

Visa credit and debit cards, processed by Stripe
Mastercard credit and debit cards, processed by Stripe
American Express credit and debit cards, processed by Stripe
Apple Pay on supported devices and browsers, via Stripe
Google Pay on supported devices and browsers, via Stripe
PayPal

We do not accept any other payment methods. In particular, we do not offer buy now, pay later or instalment services of any kind, including Afterpay, Zip, Klarna, Humm, Latitude, PayPal Pay in 4 or PayPal Credit. We also do not accept bank transfer, cash, cheque, cryptocurrency or third-party gift cards.

What currency will I pay in?

All prices and payments on Pawfriends are in Australian dollars (AUD).
Prices include GST.
Delivery is free on every order, with no minimum spend.
There is nothing to pay on delivery for a Pawfriends order.

If your card issuer, bank or payment provider charges its own fee, such as an international transaction fee or currency conversion fee, that fee is set by them, not by us.

If a carrier asks you to pay duty, GST or any other fee for a Pawfriends order, contact [email protected] before paying.

When is payment taken?

Payment is taken when you place your order.

Pawfriends uses one checkout for the whole order. If your order includes items from several stores on Pawfriends, you still pay once at checkout and the full order total is shown before you confirm payment.

You can cancel an order free of charge until it has been dispatched. To cancel, email [email protected] with your order number as soon as possible. After dispatch, the order can no longer be cancelled.

If a price or product detail is obviously wrong, we may cancel the order and refund it in full before dispatch.

How is my payment information protected?

We never store your full card number. Card payments are entered into and processed by Stripe, which is PCI DSS certified. We receive only limited payment information, such as card type and the last four digits, so you can identify the payment method used.
Apple Pay and Google Pay are processed via Stripe. They are available only on supported devices and browsers.
PayPal payments are handled by PayPal. When you choose PayPal, you complete that part of the payment with PayPal directly. We do not see your PayPal password.
Our website uses HTTPS encryption to help protect information sent between your browser and Pawfriends.
Fraud and security checks may be applied. We and our payment providers may use automated and manual checks to detect and prevent fraud. If needed, we may hold, cancel or decline an order, or request additional verification before dispatch.

Do supply partners receive my payment details?

No. Supply partners do not receive your payment details.

To fulfil your order, we share only the information needed for dispatch, such as your name, delivery address, phone number and order details. Most supply partners are outside Australia, mainly in China. For more detail about this cross-border disclosure, see our Privacy Policy.

Should I ever pay outside the Pawfriends checkout?

No. Always complete payment through the Pawfriends checkout at pawfriends.com.au.

Do not pay anyone for a Pawfriends order by bank transfer, direct card transfer, gift card, cryptocurrency or any other method outside checkout, even if requested. Paying outside checkout may leave you without the protections available through our normal order process, including Pawfriends Buyer Protection.

If anyone asks you to pay outside Pawfriends, report it to [email protected].

How do refunds work?

Refunds are returned to your original payment method. Once we issue a refund, it usually appears within 3-10 business days, depending on your bank, card issuer or PayPal.

Approved refunds are processed within 3 business days of approval, or within 3 business days of receiving the returned item where a return is required.

For full details about faulty items, items not received, change-of-mind returns and Australian Consumer Law rights, see our Returns & Refunds Policy and Buyer Protection Policy.

What if my payment fails or looks wrong?

My payment was declined

Please check that your card details are correct, that you have enough available funds and that your bank or card issuer has not blocked the transaction. If the problem continues, contact your bank or try another accepted payment method such as PayPal.

I think I was charged twice

Sometimes a bank shows a temporary authorisation or pending hold that later disappears. If you still see what looks like two completed charges for the same order after a few business days, email [email protected] with your order number and a screenshot or description of the charges.

I do not recognise a charge

If you see a charge connected with Pawfriends that you do not recognise, contact us at [email protected] as soon as possible and also contact your bank or payment provider straight away.

How can I protect myself from scams?

We will never ask you by email, SMS or chat for your password, full card number or card security code.

If you receive a suspicious message claiming to be from Pawfriends, do not respond or click any links. Forward it to [email protected] so we can review it.

What else should I read?

If Pawfriends ever stops trading, who remains responsible?

If the site ever stops trading, HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends remains responsible for orders already placed, refunds and claims.

What law applies?

These payment terms are governed by the law of Victoria, Australia, without taking away the mandatory consumer protections of the buyer's own country.

What's changed: these pages were rewritten on 5 October 2026 to be clearer and more complete.