Refund Policy

You have 90 days from delivery to send the Philips LatteGo Series 5500 back. Return shipping is on us.

1. The window

The 90 days run from the day the carrier marks your parcel delivered, not from the day you ordered. Start the return inside that window and it does not matter when the parcel gets back to us.

2. What condition it needs to be in

Used is fine, we would rather you tried it than guessed. Run a rinse cycle, empty the drip tray and the grounds container, and let it dry before it goes back in the box. A machine returned with standing water in it will arrive smelling of it.

Include everything that came in the box. A missing accessory is deducted from the refund at what it costs us to replace.

3. How to start one

Email support@steepa.shop with your order number and a sentence on what went wrong. We reply with a return address and, where applicable, a prepaid label. Do not send anything back before you have heard from us, because parcels that arrive unannounced take much longer to match to an order.

4. When you get your money

We inspect the return the day it arrives and issue the refund within two business days. It goes back to the card you paid with. Your bank then takes five to ten business days to show it, which is out of our hands.

We refund what you paid for the item. Since shipping was free there is nothing to deduct.

5. Damaged, faulty or wrong item

Photograph it before you do anything else, including the outer box if the damage looks like it happened in transit, and email the photographs to us within seven days of delivery. We pay the return shipping on these and send a replacement or a full refund, whichever you prefer.

A grinder that jams on the first beans is a fault. Do not take the machine apart to look, because that ends the warranty. Record the noise it makes and send us that.

6. What we cannot take back

Opened bags of coffee beans, used water filters, and descaling kits with a broken seal.

Anything returned after the 90 day window, and anything damaged by use that falls outside normal wear.

7. Exchanges

We do not process exchanges as a single transaction. Return the item for a refund and place a new order. That way you are not waiting on our stock to move before your money comes back.