Refund policy
At Saakshi’s (operated by Aurum Grove Limited) we prepare fresh, perishable meals to order, home-cooked by hand in small batches by our kitchen team, to Sakshi’s recipes. 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
If something in your order is missing or faulty, we'll put it right. We can add store credit to your account straight away or send a replacement with a future delivery. If you'd rather not order again soon, we can give you a gift card valid for 12 months, which you can also pass on to someone else. If you'd prefer a refund, we'll refund the value of the affected items, after any discount, to your original payment method. This doesn't affect your legal rights. We may also give extra goodwill credit at our discretion.
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. If anything is missing, damaged or not right with your order, please tell us on the day of delivery, ideally with a photo, so we can put it right quickly. If you notice a problem with a meal later, for example when you heat it, please tell us as soon as you can and keep the packaging.
- Email concierge@saakshis.com (or call +44 (0) 7700 155212) with your order number and, where possible, a photo of the issue.
- Once we've checked your report, we'll put it right as set out above. If your whole order is missing or unusable, we'll also refund the delivery charge.
- 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.
Gift cards
Gift cards you buy never expire. Gift cards we give free of charge as a goodwill gesture expire 90 days after issue, and we'll tell you the expiry date when we give you one. If you choose a gift card instead of a refund you're owed, it won't expire for 12 months.
Delivery issues
If your order does not arrive on your selected delivery day, or there is a problem with delivery, please contact us on the day of delivery, or as soon as you can, 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 unless something is wrong with them, 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 without undue delay and within 14 days of us agreeing a refund is due, usually within 3–5 business days.
Contact
For any questions about this policy, contact concierge@saakshis.com. This policy does not affect your statutory rights.
Last updated: 23 October 2026