Terms of Service

Last updated: 5 October 2026

What changed: these Terms were rewritten to be clearer and more complete, and 14-day change-of-mind returns were introduced.

At a glance

• HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends operates Pawfriends at pawfriends.com.au and is the seller of record for all products currently listed on Pawfriends.
• Contact: [email protected] or by email, Monday to Friday 9am to 5pm Melbourne time, excluding Victorian public holidays.
• Australia only: free delivery on every order, with usual dispatch in 1 to 5 business days and usual delivery in 7 to 20 business days of ordering.
• You can cancel an order free of charge until it has been dispatched.
• 14-day change-of-mind returns are available, subject to the conditions in these Terms and our Returns & Refunds Policy.
• Australian Consumer Law rights always apply.

These Terms of Service apply when you use the Pawfriends website at pawfriends.com.au and when you place an order through Pawfriends. Please read them carefully. By using Pawfriends or placing an order, you agree to these Terms.

These Terms should be read with our Shipping Policy, Returns Policy, Buyer Protection Policy, Payments, Privacy Policy, Cookie Policy, Review Guidelines, Prohibited Items, Product Safety and Intellectual Property Policy.

1. Who operates Pawfriends and who is the seller?

Pawfriends is operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, based in Melbourne, Victoria, Australia. In these Terms, HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends is referred to as we, us or our.

Pawfriends is an online marketplace. Today, every product on Pawfriends is sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. The stores on Pawfriends each group the range of one of our supply partners, and your order is usually sent directly to you by that supply partner. Most supply partners are outside Australia, mainly in China. Some items are sent from Australia, and the listing says so.

The contract of sale for products currently listed on Pawfriends is with HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, not with a supply partner. We run the website and checkout, take payment, and handle customer service, delivery problems, returns and refunds.

We are opening Pawfriends to independent sellers. If a listing is sold by an independent seller in future, the listing will name that seller clearly and that seller will be the seller of record for that item. Pawfriends Buyer Protection will still apply, and we will handle the claim if the seller does not resolve the problem.

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.

You can learn more on our About Us page or contact us through our Contact Us page.

2. What consumer law rights do you have?

Nothing in these Terms excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by the Australian Consumer Law in Schedule 2 to the Competition and Consumer Act 2010 (Cth) or any other law that cannot lawfully be excluded or limited.

If any part of these Terms would do so, it applies only to the extent permitted by law.

Our goods and services come with guarantees that apply under the Australian Consumer Law. See our Returns Policy for how we handle faulty, unsafe, not-as-described or otherwise non-compliant items.

3. How does Pawfriends work?

• For products currently sold on Pawfriends, HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends is the seller of record.
• We are responsible to you for the sale, customer service, delivery issues, returns, refunds and Buyer Protection for those orders.
• Your order is usually fulfilled and sent directly to you by one of our supply partners.
• We do not manufacture every product ourselves and we do not inspect every item before dispatch.
• Where a listing is sold by an independent seller in future, that seller will be named on the listing and will be the seller of record for that listing.

4. What are your responsibilities for your account?

• You must provide accurate, current and complete information and keep it up to date.
• You are responsible for keeping your password and account access secure and for activity carried out through your account.
• If you believe your account has been used without permission, please tell us promptly at [email protected].
• You must be at least 18 years old, or use Pawfriends with the involvement and supervision of a parent or guardian.
• We may suspend or close accounts that breach these Terms, are used for fraud, involve abusive behaviour, or put us or others at risk.

5. Are listings, prices and availability always exact?

• We aim to ensure product listings, prices, photos and descriptions are accurate, but mistakes can happen.
• All prices on Pawfriends are in Australian dollars and include GST.
• Delivery is free on every order, with no minimum spend.
• There is nothing to pay on delivery for a Pawfriends order. If a carrier asks you to pay duty, GST or any fee for a Pawfriends order, contact us before paying.
• Products are subject to availability.
• If a price, photo, specification or other product detail is obviously wrong, we may cancel the order before dispatch and refund you in full.
• If we or a supply partner cannot supply an item you ordered, we may cancel that item or the order before dispatch and refund you in full for the affected amount.

6. When is your order accepted?

• When you place an order, you are making an offer to buy the products from us through Pawfriends.
• You will usually receive an order confirmation by email shortly after placing your order.
• Payment is taken when the order is placed.
• A contract is formed when we accept your order.
• We may decline or cancel an order before dispatch, including where the item is unavailable, a price or product detail is obviously wrong, the order appears fraudulent, or we cannot deliver to the address provided.
• If we cancel an order before dispatch, we will refund you in full using the original payment method.

7. Can you cancel before dispatch?

Yes. You may cancel an order free of charge until it has been dispatched. To request cancellation, email [email protected] with your order number as soon as possible.

Once an order has been dispatched, it can no longer be cancelled. After dispatch, you may still have rights under our 14-day change-of-mind policy and under the Australian Consumer Law. See section 10 and our Returns Policy.

8. What payment methods do we accept?

We accept the following payment methods only:

• Visa, Mastercard and American Express cards, processed by Stripe
• Apple Pay and Google Pay on supported devices, via Stripe
• PayPal

We do not offer buy now, pay later or instalment services. This includes Afterpay, Zip, Klarna, Humm, Latitude, PayPal Pay in 4 and PayPal Credit. We also do not accept bank transfer, cash, cheque, cryptocurrency or third-party gift cards.

We never store your full card number. Card payments are processed by Stripe, which is PCI DSS certified. Refunds are sent back to the original payment method and, once issued, usually appear within 3 to 10 business days.

See Payments for more detail.

9. Where do we ship and how does delivery work?

We deliver within Australia only, including every state and territory and regional and remote areas.

• Delivery is free on every order.
• Some items cannot be sent to PO boxes or parcel lockers. If that applies, it will be shown before payment.
• Most items are sent from overseas, mainly China. Some items are sent from Australia, and the listing says so.
• Orders are usually dispatched within 1 to 5 business days.
• Orders usually arrive within 7 to 20 business days of ordering.
• Regional and remote areas, customs checks, public holidays and peak periods can add time.
• Delivery estimates are estimates only, not guarantees.
• Tracking is emailed when the order is dispatched. International tracking may not update for several days while the parcel is in transit or passing through customs.
• If your order contains items from several stores on Pawfriends, they may arrive in separate parcels.

If your order has not arrived 20 business days after ordering, or by the latest delivery estimate shown to you, contact us. We will investigate and either send a replacement or provide a full refund. If an item is damaged in transit, we will provide a replacement or a full refund.

Please see our Shipping Policy for full details.

10. What are the rules for returns, refunds and Buyer Protection?

Our Returns Policy and Buyer Protection Policy form part of these Terms.

10.1 Change-of-mind returns

We offer 14-day change-of-mind returns.

• Tell us by email within 14 days of delivery that you want to return the item.
• Then send the item back within 14 days of telling us.
• The item must be unused, in its original packaging, and include any tags.
• The buyer pays the return postage to the return address we provide.
• For most items, the return address is the supply partner's address overseas, mainly in China, so international postage applies. We will tell you this before you post the item.
• We refund the item price within 3 business days of receiving the item, or proof of postage with tracking where that is accepted.
• Refunds are sent to the original payment method.

The following are not returnable for change of mind: 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.

10.2 Faulty, unsafe, not as described or not fit for purpose

Your Australian Consumer Law rights always apply, whether the item is shipped from Australia or overseas. Where the law provides for a repair, replacement or refund, we will provide that remedy.

For these problems, we pay any return cost. For many items, we may approve a refund or replacement based on photos without asking you to return the item. If a return is needed, we will give you the return address, which may be overseas, and either provide a prepaid label or reimburse reasonable return postage.

10.3 How to report a problem

Email [email protected] with your order number and photos or video. We will reply with the next steps. 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.

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

10.4 Buyer Protection claim windows

In addition to your rights under law, Buyer Protection claim windows are:

• item not received: from the latest estimated delivery date until 30 days after it
• item not as described or faulty: within 30 days of delivery

11. What should you do if there is a problem with an order?

If you have a problem with an order, contact us at [email protected] with your order number and details of the issue. We handle customer service for orders sold by us and will investigate delivery issues, damage, faults and not-as-described claims.

If, in future, a listing is sold by an independent seller and the seller does not resolve the problem, we will handle the claim under Pawfriends Buyer Protection. Our dispute process does not affect any legal rights you may have, including rights under the Australian Consumer Law.

12. How must you use Pawfriends responsibly?

You must not:

• break any law or infringe anyone else's rights when using Pawfriends
• make fraudulent purchases, payments, claims, chargebacks or return requests
• post false, misleading, abusive or unlawful content, including fake reviews
• submit paid or incentivised reviews without clear disclosure
• try to complete purchases outside Pawfriends to avoid our checkout or policies
• interfere with the website, including by scraping, unauthorised automated access, introducing malware or trying to access other users' accounts
• harass our staff, suppliers, sellers or other users

13. What happens to reviews and content you post?

When you post reviews, questions, photos or other content, you confirm that it is honest, accurate to the best of your knowledge, and that you have the right to post it.

You give us a non-exclusive, royalty-free licence to use, display, reproduce and publish that content in connection with Pawfriends and our services.

We may remove content that breaches these Terms or our policies. We do not permit fake, paid or incentivised reviews, and we do not edit reviews to change their meaning. See our Review Guidelines.

14. Who owns the website content and intellectual property?

The Pawfriends website, our branding, and content created by us are owned by or licensed to HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. Product images, product text and brand material may also be owned by us, our supply partners, independent sellers or their licensors.

You must not copy, reproduce, scrape, republish or use our content for commercial purposes without permission.

If you believe a listing or other content infringes your intellectual property rights, please see our Intellectual Property Policy.

15. What about prohibited items and product safety?

Products listed on Pawfriends must comply with our Prohibited Items policy and applicable Australian laws and safety requirements.

If you believe a product is unsafe or has been recalled, please contact us and see our Product Safety page.

16. How is liability limited?

Subject to your rights under the Australian Consumer Law and any other non-excludable rights:

• we will provide our website and services with due care and skill
• we try to keep Pawfriends available, secure and accurate, but we do not promise that the website will always be uninterrupted, timely or error-free
• to the extent permitted by law, we are not liable for loss that is not reasonably foreseeable or that arises from events outside our reasonable control
• where the law allows us to limit liability for failure to comply with a consumer guarantee relating to services, our liability is limited to supplying the services again or paying the cost of having them supplied again

Nothing in these Terms limits liability where that would be unlawful.

17. How do we handle privacy?

We handle personal information in line with our Privacy Policy and Cookie Policy.

To fulfil your order, we disclose your name, delivery address, phone number and order details to the supply partner sending the item. Most of those supply partners are outside Australia, mainly in China. Our handling of cross-border disclosures is explained in our Privacy Policy.

18. Can these Terms change?

We may update these Terms from time to time, for example to reflect changes to our services, business model or the law. The updated version will be posted on this page with a new last updated date.

Changes apply to orders placed after the updated Terms are published. Orders already placed are governed by the Terms that applied when the order was placed.

19. What law applies?

These Terms are governed by the laws of Victoria, Australia. You and we submit to the non-exclusive jurisdiction of the courts of Victoria and the courts entitled to hear appeals from them.

If you are outside Victoria, Australia, this does not take away any mandatory consumer protections that apply in your own country, state or territory.

20. General

• If any part of these Terms is found to be invalid or unenforceable, the rest of the Terms continue to apply.
• If we do not enforce a right immediately, that does not mean we have waived it.
• These Terms, together with the policies linked from them, set out the agreement between you and us about your use of Pawfriends and orders placed through it.

21. How can you contact us?

HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends

• Location: Melbourne, Victoria, Australia
• Website: pawfriends.com.au
• Email: [email protected]
• Emails are usually answered within one business day

You can also visit our Help Centre or Contact Us page. If your enquiry relates to orders, returns, privacy, intellectual property or selling on Pawfriends, please include a clear subject line so we can route it quickly.