Refund policy
At Saakshi’s (operated by Aurum Grove Limited) we prepare fresh, perishable home-cooked meals to order. Because of the nature of fresh food, this policy explains when refunds and remedies do and do not apply. Nothing in this policy affects your statutory rights.
Fresh, perishable food — no change-of-mind refunds
Our meals are freshly prepared, perishable goods made to order. For this reason, and in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day “cooling-off” cancellation right does not apply to our food products once your order has been placed and prepared. We are unable to offer refunds or accept returns for change of mind.
If something is wrong with your order
Where an item is missing or unavailable, we will replace it in a future delivery or refund the value of that item to your original payment method — whichever you prefer. From time to time we may also offer a refund, replacement or goodwill credit at our discretion as a gesture of goodwill; doing so does not change the terms of this policy.
Your statutory rights under the Consumer Rights Act 2015 always apply. If your order arrives damaged, faulty, incorrect, or not as described, or if an item is missing, you are entitled to a remedy. Please contact us as soon as possible and within 48 hours of delivery so we can put it right.
- Email concierge@saakshis.com (or call +44 (0) 7700 155212) with your order number and, where possible, a photo of the issue.
- Once we have reviewed your report, we will offer an appropriate remedy — a replacement, refund, or account credit — for the affected items.
- For food-safety reasons we may ask you not to consume the affected item and to keep it (or dispose of it) as we advise.
Delivery issues
If your order does not arrive on your selected delivery day, or there is a problem with delivery, please contact us within 48 hours and we will investigate with our delivery partner and make it right.
Subscriptions
You can manage, skip, pause or cancel a subscription at any time from your account. Please see our Cancellations Policy for full details. Orders that have already passed the cut-off time for an upcoming delivery cannot be refunded once prepared, but you can skip or cancel future deliveries.
How refunds are issued
Where a refund is due, it will be made to your original payment method within a reasonable period, usually within 3–5 business days of us confirming the remedy.
Contact
For any questions about this policy, contact concierge@saakshis.com. This policy does not affect your statutory rights.
Last updated: 26 May 2026