Returns & Refunds Policy

Last updated: 5 October 2026

What's changed: we made this policy clearer and more complete, and introduced 14-day change-of-mind returns.

At a glance

• HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends operates Pawfriends, is based in Melbourne, Victoria, Australia, and is the seller of record for all products currently listed on Pawfriends.
• You can cancel an order free of charge until it has been dispatched by emailing [email protected] with your order number.
• For faulty, unsafe, misdescribed or otherwise non-compliant items, your rights under the Australian Consumer Law apply and we provide the remedy required by law.
• We also accept 14-day change-of-mind returns: tell us within 14 days of delivery, then send the item back within 14 days of telling us, unused and in original packaging.
• For change-of-mind returns, the buyer pays return postage to the return address we provide. For most items, that address is overseas, mainly in China, so international postage usually applies.
• Approved refunds are processed within 3 business days and are sent only to the original payment method. After that, they usually appear within 3-10 business days.

This policy explains how returns, replacements and refunds work for orders placed on Pawfriends. HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends runs the website and checkout, takes payment, and handles customer service, delivery problems, returns and refunds for every order. Your contract of sale is with HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends; you never have to deal with a supply partner directly.

If you need help, email [email protected]. Emails are usually answered within one business day.

Please also read our Buyer Protection, Shipping Policy, Payments, Privacy Policy and Terms of Service.

What can I return?

There are three main situations:

• Items with a problem covered by the Australian Consumer Law - for example faulty, unsafe, not as described, or not fit for purpose.
• Change-of-mind returns - where you no longer want the item, ordered the wrong size, colour or variant, or changed your mind after delivery.
• Orders cancelled before dispatch - you may cancel free of charge until the order has been dispatched.

• Faulty, unsafe, not as described, not fit for purpose, or other remedy required by the Australian Consumer Law
  What we do: Repair, replacement or refund as the Australian Consumer Law provides. For a major failure, you may choose a refund or replacement where the law gives that choice.
  Who pays return postage: We pay any reasonable approved return cost. In many cases we resolve on photos without asking for the item back.
• Change of mind
  What we do: Refund of the item price after the returned item is received, or after you provide proof of postage with tracking if we ask for that first.
  Who pays return postage: The buyer pays return postage to the return address we provide.
• Order cancelled before dispatch
  What we do: Full refund to the original payment method.
  Who pays return postage: No return needed.
• Item lost in transit or damaged in transit
  What we do: Replacement or full refund.
  Who pays return postage: No return postage for lost parcels. For damaged parcels, we will tell you if any return is needed.

What are my 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 whether the item ships from Australia or overseas. Nothing in this policy 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, including being 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 we 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

What is a major failure?

A failure is major if, for example:

• you would not 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 cannot easily be fixed within a reasonable time
• the item is unsafe

For a major failure, you choose whether to receive a refund or a replacement, or to keep the item and receive compensation for the reduction in value where that remedy is available under the Australian Consumer Law.

What if the failure is minor?

If the problem is minor, we may choose to provide a repair, replacement or refund. The remedy must be provided within a reasonable time. If it is not, you may be entitled to reject the item and seek a refund or have the problem fixed elsewhere and recover reasonable costs, as the Australian Consumer Law allows.

Who pays return costs for faulty or wrong items?

If an item has a problem covered by the consumer guarantees, we pay any reasonable approved return cost. For many items, especially where photos clearly show the problem, we may refund or replace the item without asking you to send it back. If a return is needed, we will give you the correct return address, which may be in Australia or overseas, and either provide a prepaid label or reimburse reasonable postage. If returning the item would be unusually costly because it is large, heavy or difficult to send, we will arrange an appropriate solution at our expense.

When might the consumer guarantees not apply?

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

Do you accept change-of-mind returns?

Yes. We accept change-of-mind returns on eligible items if you follow the time frames and conditions below.

What is the time window?

• Tell us within 14 days of delivery that you want to return the item.
• Send the item back within 14 days after telling us.

What condition must the item be in?

The item must be:

• unused
• in its original packaging
• with any tags still attached

Who pays return postage for change-of-mind returns?

The buyer pays the return postage for change-of-mind returns. We will give you the return address before you post the item. For most items, the return address is the supply partner's address overseas, mainly in China, so international postage usually applies. We will tell you this before you send the item back.

What items cannot be returned for change of mind?

The following are not returnable for change of mind:

• opened cosmetics
• personal care and hygiene items
• underwear and swimwear where the hygiene seal has been removed
• pierced earrings
• perishable goods
• gift cards
• items made to order

How do I start a return or report a problem?

1. Email us at [email protected] with your order number and the subject line that best matches your request, such as Return Request, Refund Request, Damaged Item or Not as Described.
2. Include photos or video where helpful, such as the item, packaging, defect, damage or shipping label.
3. Wait for our instructions. Do not send an item back until we confirm the next step and provide the correct return address.
4. Follow the instructions we send. Depending on the situation, we may offer a repair, replacement, refund, photo-based resolution or return process.

Using clear photos and your order number helps us resolve claims faster.

What is the returns and refunds timeline?

• Tell us about a change-of-mind return
  Time frame: Within 14 days of delivery
• Send back a change-of-mind return after telling us
  Time frame: Within 14 days
• Buyer Protection claim for item not received
  Time frame: From the latest estimated delivery date until 30 days after it
• Buyer Protection claim for item not as described or faulty
  Time frame: Within 30 days of delivery
• We process an approved refund
  Time frame: Within 3 business days of approval, or within 3 business days of receiving the returned item when a return is required
• Refund appears after issue
  Time frame: Usually 3-10 business days

Outside any stated window, contact us anyway. Your rights under the Australian Consumer Law can still apply.

When will I get my refund?

Refunds are sent only to the original payment method.

Pawfriends accepts 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, and we do not refund to any other method.

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. Once issued, refunds usually appear within 3-10 business days, depending on your bank, card issuer or PayPal.

Can I cancel my order?

Yes. You can cancel an order free of charge until it has been dispatched. Email [email protected] with your order number as soon as possible. After dispatch, the order can no longer be cancelled, but eligible items may still be returned under this policy.

What if my item is lost, late or damaged in transit?

If your order has not arrived 20 business days after ordering, or by the latest delivery estimate shown at checkout or in your dispatch email, contact us at [email protected]. We will investigate and, where appropriate, send a replacement or issue a full refund.

If your item arrives damaged in transit, email us promptly with your order number and clear photos of the item and packaging. We will arrange a replacement or a full refund.

Can you cancel an order before dispatch?

Yes. If a price, product detail or listing information is obviously wrong, we may cancel the order before dispatch and provide a full refund to the original payment method.

Are Buyer Protection claim windows different from my consumer law rights?

Yes. Buyer Protection is an additional policy benefit and does not limit your rights under the Australian Consumer Law.

• 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

See Buyer Protection for full details.

How are return requests and photos handled?

To assess and resolve return, refund and replacement requests, we may need to share your name, delivery address, phone number, order details and the photos or information you provide with the supply partner that sent the item. Most of those supply partners are outside Australia, mainly in China. This is part of how we fulfil orders and handle claims. For more information, see our Privacy Policy.

Need help?

If you need help with a return, refund, replacement, damaged parcel or missing order, contact HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends at [email protected] and include your order number. You can also visit Help Centre or Contact Us.

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.