Returns & Refunds Policy

Last updated: 1 October 2026

This policy explains your rights when something is wrong with an item you bought on Pawfriends, and how returns and refunds work. Each seller on Pawfriends is the seller of record for its products and handles returns for its orders. Pawfriends helps if the seller doesn't resolve a problem.

Your rights under the Australian Consumer Law

Goods bought on Pawfriends come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These consumer guarantees apply to every seller on Pawfriends, whether the seller ships from Australia or from overseas. Nothing in this policy, in any seller's returns terms or in our Terms of Service excludes, restricts or changes these rights.

What the consumer guarantees cover

Products you buy must, among other things:

• be of acceptable quality – safe, durable, free from defects and acceptable in appearance and finish
• match the description on the listing and any photos or samples
• be fit for any purpose the seller told you they would be fit for, or that you made known before buying
• come with clear title and not be subject to undisclosed restrictions

Major failures

A failure is major if, for example:

• you wouldn't have bought the item if you had known about the problem
• the item is significantly different from the description, sample or photos
• the item is substantially unfit for its normal purpose and can't easily be fixed within a reasonable time
• the item is unsafe

For a major failure, you choose whether to return the item for a refund or a replacement (or keep the item and receive compensation for the drop in its value).

Minor failures

If the problem is minor, the seller can choose to offer a repair, replacement or refund. It must be done within a reasonable time. If the seller refuses or takes too long, you can have the problem fixed elsewhere and recover reasonable costs from the seller, or reject the item and get a refund.

Return costs for faulty items

If an item has a problem covered by the consumer guarantees, the seller must cover reasonable return costs. If returning the item would cost you a lot (for example, because it's large or heavy), the seller must collect it at its own expense.

When the consumer guarantees may not apply

You may not be entitled to a remedy under the consumer guarantees if, for example, you simply changed your mind, you misused the item in a way that caused the problem, or you were told about the fault before buying.

Change-of-mind returns

Sellers don't have to accept returns if you change your mind, but many do. Change-of-mind returns are at each seller's discretion and aren't guaranteed – if this matters to you, ask us at [email protected] before you buy. Where a seller accepts change-of-mind returns:

• you'll usually need to request the return within the period the seller states
• items usually need to be unused, in original condition and packaging
• you'll usually pay return postage, unless the seller says otherwise
• some items can't be returned for change of mind for hygiene or safety reasons (for example, earrings, underwear, cosmetics or personalised items), unless they are faulty

How to request a return or refund

1. Email us at [email protected] with your order number. Explain the problem and include clear photos (of the item, any damage and the packaging). We'll contact the seller for you.
2. Follow the return instructions. Don't send an item back until we or the seller give you a return address and instructions. Keep proof of postage and tracking.
3. If the seller doesn't resolve it, we'll handle it as a claim under Pawfriends Buyer Protection and Pawfriends will review the case.

Returns of items sent from overseas

Most Pawfriends orders are sent from overseas. For a return, the supplier may have an Australian return address, or may ask you to send items overseas, provide photos instead of returning the item, or offer a refund without a return. For faulty or not-as-described items, you should not be left out of pocket for reasonable return costs.

Refunds

• Refunds are paid to the original payment method (card via Stripe, or PayPal).
• Once a refund is issued, it usually appears within 3–10 business days, depending on your bank or PayPal.
• For faulty or not-as-described items, the refund should include the original delivery cost.
• For change-of-mind returns, the seller may not refund original delivery costs, as stated in the seller's returns terms.

Damaged in transit

If your item arrives damaged, keep the packaging and take photos straight away, then email them to [email protected] with your order number. A damaged item is treated as a problem covered by the consumer guarantees.

Need help?

Email [email protected] with your order number. For more information about your consumer rights, visit the ACCC website at accc.gov.au or contact Consumer Affairs Victoria or the consumer protection agency in your state or territory.