Buyer Protection on eligible orders · Prices in AUD incl. GST · Free shipping Australia-wide
Last updated: 1 October 2026
HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends ("Pawfriends", "we", "us"), respects your privacy. This Privacy Policy explains how we collect, use, disclose and protect personal information when you use pawfriends.com.au. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
Depending on how you use Pawfriends, we may collect:
We collect most information directly from you. We may also receive information from our payment providers (for example, fraud-check results), delivery carriers (tracking events), sellers (about your order) and analytics providers.
You can browse Pawfriends without giving us your name, but we need certain information to process orders and provide our services.
When you buy from a seller, we share the information the seller needs to fulfil your order and provide after-sales support – usually your name, delivery address, phone number (for delivery), order details and messages about the order. We do not share your full card details with sellers. Sellers must only use this information to fulfil your order, handle returns and comply with the law, and must protect it in line with our seller terms.
We use service providers to help run Pawfriends, such as payment processors (Stripe and PayPal), hosting and IT providers, email providers, delivery carriers, analytics providers and customer support tools. They may only use your information to provide services to us.
We may also disclose personal information to our professional advisers, to government agencies and regulators where required or authorised by law (for example, the ACCC for product safety matters or the ATO for tax), to law enforcement where we reasonably believe it's necessary, or to a buyer of our business if Pawfriends is sold or restructured.
We do not sell your personal information.
Your orders are sent directly by our suppliers, most of whom are located outside Australia, mainly in China. When you place an order we disclose the information needed to fulfil your order (such as your name, delivery address, phone number and order details) to that supplier in its country.
Our service providers, including payment processors and IT providers, may also store or process information outside Australia, for example in the United States, the European Union or other countries where they operate.
We take reasonable steps to ensure overseas recipients handle personal information in a way that is consistent with the APPs, including through contractual obligations. However, overseas recipients may not be subject to privacy laws that give the same protection as Australian law, and you may not be able to seek redress in that country. By placing an order with an overseas seller, you acknowledge that your information will be disclosed to that seller for this purpose.
We use cookies and similar technologies to keep you signed in, remember your cart, keep Pawfriends secure, understand how our website is used and, where relevant, measure marketing. See our Cookie Policy for details and how to manage cookies.
We and our payment providers use automated fraud checks when you place an order. These checks may hold or cancel an order without a person reviewing it first. If a decision like this affects you, you can ask us to review it by emailing [email protected] with the subject "Privacy request".
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These include encrypted connections (HTTPS), access controls, and using PCI DSS-compliant payment providers so we don't handle full card numbers. We keep personal information only as long as we need it for the purposes above or as required by law, then delete or de-identify it.
If we experience a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.
You can ask for access to the personal information we hold about you, or ask us to correct it, by emailing [email protected] with the subject "Privacy request". You can also update many details in your account settings. We'll need to verify your identity before responding. We will respond within a reasonable time, usually within 30 days. If we refuse a request, we'll tell you why in writing and how to complain.
We only send marketing emails or messages in line with the Spam Act 2003 (Cth). You can opt out at any time by using the unsubscribe link or emailing [email protected] with the subject "Privacy request". You'll still receive service messages about your orders.
If you have a concern about how we've handled your personal information, please email [email protected] with the subject "Privacy complaint" and details. We'll acknowledge your complaint, investigate it and respond within 30 days.
If you're not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
We may update this Privacy Policy from time to time. The current version will always be on this page with its "Last updated" date.