Marketplace Seller Agreement

Last updated: 5 October 2026

This page summarises the key terms for businesses that want to sell on Pawfriends. It applies to every marketplace seller ("you"). The full Marketplace Seller Agreement provided during onboarding governs if anything on this page differs from it.

Pawfriends is operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, based in Melbourne, Victoria, Australia. You can contact us at [email protected]. Emails are usually answered within one business day.

For general information about who we are and how Pawfriends works, see About Us, Contact Us, Terms of Service and Sell on Pawfriends.

At a glance

Independent sellers may sell on Pawfriends once approved, but today all products on Pawfriends are sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends.
If your listing is live as an independent seller, you are the seller of record for that listing and your business name must be shown on the listing.
You must comply with Australian law for sales to Australian consumers, including Australian Consumer Law, product safety, privacy and intellectual property law.
Pawfriends currently delivers to Australia only. You must dispatch within your stated handling time and provide accurate delivery estimates.
Buyers on Pawfriends have Australian Consumer Law rights, and Pawfriends also offers a 14-day change-of-mind return policy to buyers. Sellers must support both where required by their agreement with us.
Buyer payments are collected at checkout by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. Accepted methods are Visa, Mastercard and American Express via Stripe, Apple Pay and Google Pay on supported devices via Stripe, and PayPal.
No buy now, pay later or instalment services are offered on Pawfriends. No bank transfer, cash, cheque, cryptocurrency or third-party gift cards are accepted.
Questions about selling on Pawfriends: [email protected] with the subject line "Seller enquiry".

1. Our roles

Independent marketplace sellers: when a product listing is sold by an independent seller, that seller is named on the listing and is the seller of record for that item. The contract of sale for that item is between the independent seller and the buyer.
HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends operates Pawfriends: we run the website and checkout, collect payment from buyers, administer Pawfriends Buyer Protection and handle claims if the seller does not resolve a problem.
Today, all products on Pawfriends are sold by us. Independent seller listings are being opened progressively. These seller terms apply when you are approved to sell.
You are responsible for your products, listings, fulfilment, legal compliance and after-sales support required under your agreement with us and under law.

2. Eligibility and account

You must be a legally registered business and give us accurate, complete and current information about your business, ownership, contact details and payout details.
You must complete any verification, identity, business, compliance or bank account checks we reasonably require before approval and during the life of your account.
You must keep your login details secure and are responsible for activity on your seller account.
You must tell us promptly if your legal entity, beneficial ownership, GST status, contact details or bank details change.

3. Compliance with Australian law

If you sell to Australian consumers through Pawfriends, you must comply with Australian law even if you are located outside Australia. This includes:

Australian Consumer Law, including consumer guarantees and the rules against misleading or deceptive conduct, false or misleading representations, unfair practices and unfair contract terms.
Product safety laws, including applicable ACCC mandatory safety and information standards, bans, recalls and product-specific laws. See Product Safety & Recalls.
Import, customs and biosecurity requirements for goods entering Australia.
Privacy obligations relating to buyer information. See section 11 and Privacy Policy.
Intellectual property laws. You must not sell counterfeit or infringing goods. See Intellectual Property & Counterfeit Reporting.
Review and advertising rules. You must not use fake, paid or incentivised reviews, and you must not manipulate ratings or feedback. Reviews must not be edited to change their meaning. See Reviews & Community Guidelines.

You must not tell buyers that their rights under Australian Consumer Law are excluded, restricted or only available on your terms.

Mandatory incident reporting

If you become aware that a product supplied by you has been associated with a death, serious injury or serious illness, you must comply with any mandatory reporting obligations that apply to you and notify us immediately at [email protected] with the subject line "Product safety".

4. Tax and GST

You must provide your ABN, GST status and any other tax information we reasonably require.
Prices on Pawfriends are displayed in AUD.
Where required for your listings, prices shown to buyers must include GST.
Where Australian tax law makes HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends responsible for GST on a sale made through Pawfriends, including under electronic distribution platform rules, we may calculate, collect, report and remit that GST and adjust your payout accordingly.
You remain responsible for your own taxes, filings and registrations in Australia and elsewhere unless law requires otherwise.

5. Listings

Listings must be accurate, complete and not misleading, including title, images, description, specifications, condition, price, stock status, dispatch time, estimated delivery time and where the item ships from.
You must clearly state if an item ships from Australia or from overseas.
You must include all required warnings, instructions, age grading, care information, certifications and compliance details.
You may only use text, images, videos and other content that you own or are authorised to use.
You must keep stock levels current so buyers cannot order unavailable products.
You must not list products prohibited by our Prohibited & Restricted Items policy.
You must not make false claims about discounts, scarcity, performance, approvals, endorsements or origin.
You must not use wording or conduct that is misleading to buyers or inconsistent with Pawfriends policies.

6. Delivery and dispatch

Pawfriends currently offers delivery to addresses in Australia only, including regional and remote areas where the relevant carrier service is available.
Your shipping settings, handling times and estimated delivery times must be realistic and accurate for delivery within Australia.
You must dispatch each order within your stated handling time and provide tracking where available.
You must not ask a buyer to pay extra amounts outside checkout for shipping, customs, GST, carrier fees or similar charges.
If you cannot fulfil an order, you must notify us immediately so the order can be cancelled before dispatch and the buyer refunded in full.
Orders must only be sent to the delivery address supplied through Pawfriends.
If an order is split into multiple parcels, tracking for each parcel should be supplied where available.
If a parcel is lost, significantly delayed or damaged in transit, you must cooperate promptly with our investigation and with any replacement or refund decision.

7. Returns, refunds and customer service

Pawfriends has customer-facing policies that apply across the marketplace. As a seller, you must cooperate with and support those policies where required by your agreement with us.

Australian Consumer Law rights

You must honour buyers' rights under Australian Consumer Law for faulty, unsafe, damaged, not-as-described or not-fit-for-purpose items.
For items that fail to meet consumer guarantees, you must provide the remedy required by law, including repair, replacement or refund as applicable, and you must cover return costs where the law requires.
For many claims, we may resolve the matter on photos or other evidence without requiring the buyer to return the item.
If a return is needed, you must provide any required return cooperation promptly, including return instructions and any prepaid label or postage reimbursement required under law or our decision on the claim.

Pawfriends change-of-mind policy

Pawfriends offers buyers a 14-day change-of-mind return policy. Buyers must tell us within 14 days of delivery, then send the item back within 14 days of telling us, unused, in original packaging and with any tags.
As a seller, you must comply with the marketplace returns settings and processes we apply to your listings, including approved change-of-mind returns where your listing is covered by the Pawfriends policy.
For change-of-mind returns, the buyer normally pays return postage to the return address we provide. That address may be overseas if that is the authorised return location for the item.
Items that are not returnable for change of mind on Pawfriends include opened cosmetics, personal care and hygiene items, underwear and swimwear with the hygiene seal removed, pierced earrings, perishable goods, gift cards and items made to order.
Buyers may also cancel free of charge before dispatch. After dispatch, cancellation is no longer available, but applicable return rights may still apply.

Claims cooperation

You must cooperate promptly in relation to non-delivery, damage in transit, faulty goods, not-as-described goods, change-of-mind returns accepted under marketplace policy and Buyer Protection claims.
You must respond to buyer and Pawfriends support enquiries within the timeframes set in your full seller agreement and onboarding materials.
If a claim is decided in the buyer's favour, you authorise HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends to refund the buyer and recover the amount from you, including by deduction from payouts or by other lawful recovery methods.

Buyer Protection claim windows are described in Pawfriends Buyer Protection. Marketplace sellers must cooperate fully with those processes.

8. Fees

Pawfriends charges seller fees, including a commission on each sale. Your applicable rates, any optional service fees and the basis of calculation are set out in your fee schedule during onboarding and in your seller dashboard before your listings go live.

We may change fees by giving reasonable notice. Unless we state otherwise, a fee change applies only to sales made after the change takes effect.

9. Payments and payouts

Buyers pay at checkout on Pawfriends. Accepted buyer payment methods on the site are Visa, Mastercard and American Express cards processed by Stripe, Apple Pay and Google Pay on supported devices via Stripe, and PayPal.
Pawfriends does not offer buy now, pay later or instalment services. Buyers cannot pay by bank transfer, cash, cheque, cryptocurrency or third-party gift cards.
You must not ask, encourage or allow buyers to pay you outside Pawfriends.
We never store full card numbers. Card payments are processed by PCI DSS certified providers.
Payment is taken from the buyer when the order is placed.
Payout timing, reserve rules, minimum payout thresholds, deductions, chargebacks and reconciliation are set out in your full seller agreement and seller dashboard.
Refunds to buyers are returned to the buyer's original payment method. Once issued, they usually appear within 3-10 business days.

10. Suspension and termination

We may remove listings, restrict selling, hold payouts, suspend your account or close it if, for example:

you breach this agreement, our policies or the law
you provide false, incomplete or outdated business or compliance information
you sell unsafe, recalled, prohibited, counterfeit or infringing products
your performance falls below required standards, including late dispatch, high cancellation rates, poor tracking performance or unresolved claims
we reasonably suspect fraud, abuse, review manipulation or activity that puts buyers, other sellers or Pawfriends at risk
we are required to act by law, a regulator, a court or a payment provider

Where reasonable, we will tell you why and may give you an opportunity to fix the issue. You may close your account in accordance with your full seller agreement, but you must still complete existing obligations, including orders, refunds, recalls, disputes and compliance matters.

11. Buyer information and privacy

We give sellers buyer information only to fulfil orders, provide after-sales support, meet legal obligations and handle claims. You must use buyer information only for those purposes, keep it secure, not use it for direct marketing unless the buyer has separately agreed, and delete or de-identify it when no longer needed.

You must comply with applicable privacy and data protection laws. If you are located outside Australia, you must handle buyer information in a manner consistent with the obligations that apply to sales made to Australian consumers.

You acknowledge that Pawfriends may disclose buyer name, delivery address, phone number and order details to the fulfilment party sending the item, including parties outside Australia, for order fulfilment and related support.

12. Liability and indemnity

You are responsible for claims, losses, chargebacks, recalls, regulatory action, fines, costs and other liabilities arising from your products, listings, fulfilment, conduct or breach of this agreement or the law. To the extent caused by you, you agree to indemnify HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends against those amounts.

Nothing on this page limits rights or remedies that cannot be limited under law. Otherwise, HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends's liability to you is limited to the extent permitted by law and as stated in the full Marketplace Seller Agreement.

13. Changes and governing law

We may update these seller terms and related policies from time to time. We will give reasonable notice of material changes.

These seller terms and the full Marketplace Seller Agreement are governed by the laws of Victoria, Australia. You submit to the non-exclusive jurisdiction of the courts of Victoria. If you sell to buyers outside Australia in the future, any mandatory consumer protections that cannot be excluded under the buyer's local law will continue to apply where required.

Contact

Questions about this agreement or selling on Pawfriends: email [email protected] with the subject line "Seller enquiry". For product safety issues, use the subject line "Product safety".