Policies and ethics
Everything Knock commits to in writing.
Company information, our customer commitment, the warranty, the returns policy, the complaint pathway, our AI use disclosure, the accessibility statement, and our environmental practices. In one place, in plain English.
Who we are
Knock is a UK direct-to-consumer brand selling the Knock Phone, a curated simple-phone kit for UK families who want to delay their child's smartphone. Trading as Knock from Sheffield, England. Founded May 2026.Knock Ltd is registered in England and Wales (registration number listed once Companies House registration completes).
Email: hello@knockphone.co.uk. We reply within one working day, Monday to Friday, 9am to 6pm UK time.
Customer commitment
- We reply to every email within one working day during UK business hours.
- We give written estimates that match what you pay, with no late additions.
- We send the Knock Phone next working day on orders placed before 2pm UK time.
- We honour the 30-day return window without quibble. UK postage back is on us.
- We make every product claim verifiable. The phone, the SIM, the timings, the warranty.
Returns and refunds
Any reason, any time within 30 days of delivery. Email hello@knockphone.co.uk with your order number. We send a pre-paid Royal Mail returns label, you drop the kit in any letterbox, and we refund the full price to your card within five working days of the kit arriving back.
The kit needs to come back in usable condition. Light wear is fine. Water damage and screen breaks are not. The SIM goes back inside the phone with the kit.
The full returns page is at /legal/privacy. (Returns policy will move to /legal/returns once that page is rebuilt.)
Warranty
Two layers. The phone itself carries the standard Nokia/HMD 24-month manufacturer warranty for defects. The kit (box, lanyard, cable, screen wipe, printed script, SIM) carries the Knock family guarantee for 12 months, if any of these fail in normal use, we replace at our cost.
To claim, email hello@knockphone.co.uk with the order number, photos of the issue, and a brief description. We acknowledge within 24 hours and arrange a fix or replacement within seven working days.
Pricing and estimate ethics
- The price you see on /phone is the price you pay. UK delivery is included.
- No order is upsold at checkout. No "premium" colour costs extra.
- The SIM has one month included. From month two you top up directly with EE if you want to keep using it. We never auto-charge you.
- We do not run countdown timers, fake stock notices, or "23 people are looking at this" widgets.
Communication standards
We reply within one working day. We do not send marketing emails more often than once a fortnight. We do not phone you unless you have asked us to. The newsletter is opt-in via the form on the site, and one click in any email unsubscribes you.
If you have a complaint, write to hello@knockphone.co.uk with "complaint" in the subject line. Knock acknowledges within 24 hours and proposes a resolution within seven working days. If you are unhappy with the outcome, escalate to Citizens Advice (UK) or use the ODR platform.
Environmental practices
- The Knock Phone ships in a recyclable kraft box. No plastic blister, no shrink wrap, no glossy printing.
- We use Royal Mail Tracked 24, which is on a lower-emissions courier route than most overnight options.
- We work with HMD on their take-back scheme for end-of-life phones. Send any old basic phone back to us and we route it for refurbishment or responsible recycling.
- The cotton lanyard is GOTS-certified organic cotton, dyed with low-impact dye.
AI content disclosure
Knock uses AI tools (Claude, ChatGPT) for content drafting, customer-service triage, and internal tooling. Every piece of long-form content is read end-to-end by one of us before publication, by hand, on a laptop, in Sheffield. Statistics are verified against primary sources. We never use AI to invent a quote, a customer story, a parent testimonial, or a fact about a product. The full editorial process is at /editorial-standards.
Accessibility statement
We aim to meet WCAG 2.2 AA on every page. We test colour contrast against the cream background. Every image has meaningful alt text. The site is fully keyboard-navigable, with visible focus states on every interactive element. Forms have proper labels. The phone product page works without JavaScript.
If you find a barrier or have a suggestion, email hello@knockphone.co.uk. We fix accessibility issues within one working week.
Complaint pathway
- Email hello@knockphone.co.uk with "complaint" in the subject line. Acknowledged inside 24 hours.
- Resolution proposed inside seven working days, in writing.
- If you are unhappy with our resolution, take it to Citizens Advice (UK) at citizensadvice.org.uk.
- For online-sale disputes, escalate to the European Commission Online Dispute Resolution platform at ec.europa.eu/odr.
Policy FAQ
Is Knock a registered UK company?
Yes. Knock Ltd is registered in England and Wales. Trading from Sheffield, UK. The company registration number is added to this page once Companies House registration completes.
How quickly do you reply to email?
Within one working day, Monday to Friday, 9am to 6pm UK time. Knock reads every email. If you have not heard back inside 48 hours, please send the same email again, sometimes things bounce or land in a spam filter.
How do I file a complaint?
Email hello@knockphone.co.uk with the word 'complaint' in the subject line. Knock will acknowledge within 24 hours and respond with a resolution within seven working days. If you are unhappy with the outcome, you can take a UK consumer complaint about a manufactured product to Citizens Advice (citizensadvice.org.uk) or, for online sales, to the Online Dispute Resolution platform (ec.europa.eu/odr).
What is the warranty on the Knock Phone?
Two layers. First, the standard Nokia/HMD manufacturer warranty of 24 months on the phone itself, covering manufacturing defects. Second, our own Knock family guarantee of 12 months, covering the box, the lanyard, the cable, the SIM activation, and anything else in the kit that should not fail in normal use. Faulty out of the box: we replace at our cost. Faulty within the first year: we replace at our cost. After year one: we work with the Nokia warranty for the handset and quote you a fair price for any kit replacement.
Do you use AI tools in your business?
Yes, transparently. We use AI tools for drafting long-form content (always reviewed by the team before publish, see /editorial-standards), for customer-service email triage, and for internal operations like backups and code. We do not use AI for the things customers care about most: we never invent a quote, a statistic, a customer story or a parent testimonial.
Is the site accessible?
Our target is WCAG 2.2 AA. We test the site against the cream background colour for contrast on body text, ensure every interactive element has a visible focus state, every image has meaningful alt text, and the whole site is fully keyboard-navigable. If you find a barrier, email hello@knockphone.co.uk and we will fix it within one working week.