Shipping, Refunds, & Returns Policy

Effective from [05/11/2025]

At DSG Naturals Limited, we aim to ensure every order arrives safely, promptly, and exactly as expected. Because we are a handmade business, all orders are prepared with care and attention. Below, you’ll find all the details about our shipping, returns, and refunds processes.

If you have any concerns about your order, please reach out - we’ll always do our best to make things right.

We aim to respond to you within 1-2 business days.

Shipping & Delivery

We currently ship our DSG Naturals branded products within New Zealand only. Unfortunately, we are unable to offer international delivery at this time.

Processing Time

Orders are typically processed within 1-3 business days after payment has been received.
As our products are handmade in small batches, slight variations in colour or texture may occur, this is completely natural and part of the handmade process.
During busy periods, such as public holidays or new product launches, processing times may take slightly longer. If this happens, we’ll notify you by email
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Delivery Time

Once your order has been dispatched, delivery generally takes 2–5 business days, depending on your location within New Zealand
Rural deliveries may require additional transit time.
All parcels are shipped via a tracked economy service of NZ Post Ltd, and a tracking number will be emailed to you once your order has been dispatched.

Order Tracking

Once your parcel is dispatched, you’ll receive an email with your tracking number and courier details.
You can use this link to monitor your delivery status at any time.
- If you do not receive a tracking link within a reasonable time after purchase, please contact our team at contact@dsgnaturals.co.nz, and we’ll be happy to resend it.

Shipping Costs

Shipping rates are calculated automatically at checkout and displayed before payment is completed.
From time to time, we may offer free shipping promotions, which will be clearly advertised on our website or marketing channels.

Delays & Delivery Issues

While we do our best to ensure prompt delivery, occasionally delays can occur due to courier network congestion, weather conditions, or unforeseen circumstances.
If your order is delayed:
- We will contact you as soon as possible to provide an update.
- Once dispatched, delivery times are unfortunately outside of our control, but we will always assist in tracking and following up with the courier if necessary.

If your parcel is lost in transit, we will work directly with the courier service to resolve the issue and ensure you receive either a replacement or refund where applicable.

Incomplete or Incorrect Addresses

Please double-check that your shipping information is correct before confirming your order.
DSG Naturals cannot be held responsible for parcels lost or delayed due to incorrect or incomplete delivery details provided at checkout.

Returns, Refunds, & Exchanges

We hope you love your DSG Naturals products as much as we love making them. However, if something isn’t right, we’re here to help.

Eligibility For Returns

We accept returns for the following reasons:
- You are unsatisfied with your purchase (change of mind or product not meeting expectations)
- The item is damaged or faulty upon arrival
To start a return, please contact us within 14 days (2 weeks) of receiving your order at contact@dsgnaturals.co.nz.
- Our friendly team will respond within 1-3 business days to provide simple return instructions and a return address.

Return Conditions

Products must be returned in reasonable condition, ideally with original packaging intact.
Return shipping costs are the responsibility of the customer unless an alternative arrangement has been agreed upon with DSG Naturals Limited prior to dispatching the return.

Refunds

Once your returned product has been received and inspected, we will:
- Notify you via email that we have received your return.
- Process your full refund (minus original shipping costs) within 1–3 business days.
Refunds are made back to the original payment method used at checkout.
If your order included free shipping, the standard shipping cost will be deducted from your refund.

Damaged or Faulty Items

If your item arrives damaged, faulty, or incorrect, please contact us right away at contact@dsgnaturals.co.nz with a photo of the issue.
We’ll quickly arrange either:
- A replacement product, or
- A full refund, depending on your preference and stock availability.
In cases of confirmed product fault or courier damage, DSG Naturals will cover all return and replacement costs.

Exclusions

For hygiene and safety reasons, certain items may not be eligible for return.
Please contact us before returning an item if you are unsure whether it qualifies.