Privacy Policy
Buyer Protection on eligible orders · Prices in AUD incl. GST · Free shipping Australia-wide
Last updated: 5 October 2026
This Privacy Policy explains how HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends collects, uses, discloses and protects personal information when you use pawfriends.com.au, place an order with us, contact us, or apply to sell on Pawfriends. HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends is based in Melbourne, Victoria, Australia. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Pawfriends is an online marketplace. Today, all products on Pawfriends are 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 usually sent directly to you by the relevant supply partner, most of whom are outside Australia, mainly in China. The contract of sale is with HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. We run the website and checkout, take payment, and handle customer service, delivery problems, returns, refunds and Buyer Protection claims. If we open a listing to an independent seller in future, that seller will be named on the listing and will be the seller of record for that listing.
This page should be read together with our Terms of Service, Shipping Policy, Returns Policy, Buyer Protection and Cookie Policy.
Please use a clear subject line so we can route your request quickly, for example: Privacy request, Privacy complaint, Order help, Return request, IP complaint or Seller enquiry. We usually answer emails within one business day.
Depending on how you use Pawfriends, we may collect:
We collect most information directly from you. We may also receive information from payment providers, delivery carriers, analytics providers, fraud prevention tools, technology providers and, where relevant, supply partners involved in fulfilling your order.
You can browse parts of Pawfriends without telling us who you are, but we need certain information to process orders, provide support and operate our services.
Because most items are sent directly to you by the relevant supply partner, we disclose the information needed to fulfil your order to that supply partner. This usually includes your name, delivery address and order details. This cross-border disclosure is an important part of how Pawfriends works.
Most of these supply partners are outside Australia, mainly in China. This means your personal information is commonly disclosed overseas for order fulfilment under APP 8.
We use service providers to help run Pawfriends, including Stripe, PayPal, website hosting and IT providers, email and communications providers, analytics providers, fraud prevention tools, delivery carriers and customer support systems. They may access or process personal information only to provide services to us or on our behalf.
If a listing is sold by an independent seller in future, we may disclose the information needed for that seller to fulfil the order and provide after-sales support, subject to our platform rules and seller terms. Today, all products are sold by us.
We may disclose personal information to our accountants, auditors, lawyers, insurers and other professional advisers, and to regulators, courts, government agencies or law enforcement where required or authorised by law or where reasonably necessary to protect our rights, customers or the public.
If our business is sold, restructured or transferred, personal information may be disclosed to potential or actual acquirers and their advisers, subject to appropriate confidentiality arrangements. 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.
We do not sell your personal information to data brokers or unrelated third parties.
Most orders placed on Pawfriends are fulfilled by supply partners outside Australia, mainly in China. To fulfil your order, we disclose your name, delivery address and order details to the relevant supply partner in its country.
Some of our technology and service providers may also store or process personal information outside Australia, including in countries such as the United States, the European Union and other countries where they or their subcontractors operate.
We take reasonable steps to ensure overseas recipients handle personal information consistently with Australian privacy law, including by using contractual protections where appropriate. However, overseas recipients may be subject to different privacy laws from those in Australia, and in some cases you may not have the same remedies against them as you would under Australian law.
We accept 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 also do not accept bank transfer, cash, cheque, cryptocurrency or third-party gift cards.
Payment is taken when you place your order. We never store full card numbers. Refunds are sent back to the original payment method and, once issued, usually appear within 3-10 business days.
We use cookies and similar technologies to keep you signed in, remember your cart, keep Pawfriends secure, understand how pawfriends.com.au is used and measure the effectiveness of our communications and marketing where relevant. For more detail, including how to manage cookies, see our Cookie Policy.
We and our payment providers use automated tools to help detect fraud and reduce payment and security risk. These checks may flag, hold or cause cancellation of an order before dispatch.
If an obviously incorrect price or product detail appears on the website, we may also cancel the order and refund it in full before dispatch. If you want us to review a privacy-related automated decision, email [email protected] with the subject line Privacy request.
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These steps include HTTPS encryption, role-based access controls, provider security controls, monitoring and the use of PCI DSS-compliant payment processing so we do not handle full card numbers.
No system can be guaranteed completely secure, but we work to reduce risk and respond promptly to security issues. If we experience an eligible data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.
We keep personal information only for as long as reasonably needed for the purposes described in this policy, including to provide services, handle disputes, maintain business and tax records, meet legal obligations and enforce our agreements. After that, we delete, anonymise or de-identify it where reasonably practicable.
You may ask for access to the personal information we hold about you, or ask us to correct inaccurate, out-of-date, incomplete, irrelevant or misleading information, by emailing [email protected] with the subject line Privacy request. We may need to verify your identity before responding.
We will respond within a reasonable time, usually within 30 days. If we refuse access or correction, we will explain why in writing, subject to any legal limits, and tell you how you can complain.
We send marketing only in line with the Spam Act 2003 (Cth) and other applicable law. You can opt out at any time by using the unsubscribe link in the message or by emailing [email protected] with the subject line Privacy request.
Even if you opt out of marketing, we may still send non-marketing service messages about your orders, account, product safety or important policy changes.
Pawfriends is not directed to young children. If you believe a child has provided us with personal information without appropriate consent, please contact us so we can review and, where appropriate, delete it.
If you submit a review, question, photo or similar content, that content may be published on Pawfriends. Please do not include sensitive personal information in public content.
We do not publish fake, paid or incentivised reviews, and we do not edit reviews to change their meaning. See our Review Guidelines.
If you have a concern about how we have handled your personal information, please email [email protected] with the subject line Privacy complaint and include enough detail for us to investigate. We will acknowledge your complaint, review it and respond within a reasonable time, usually within 30 days.
If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner.
This Privacy Policy deals with personal information. It does not limit your rights under Australian Consumer Law or any mandatory consumer protections that apply in your country.
For order cancellations, shipping, returns, refunds and Buyer Protection, please see our Shipping Policy, Returns Policy, Buyer Protection and Payments page.
We may update this Privacy Policy from time to time. The current version will always appear on this page with its last updated date. If a change is material, we may also notify you by email or by a notice on pawfriends.com.au.
What's changed: This page was rewritten on 5 October 2026 to be clearer and more complete.