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Customer Service Statement

MLC Retail Limited
Registered in England & Wales, Company No. 09341697
VAT Number: 205-960-808
Registered Office: 106 Carter Lane, Mansfield, England, NG18 3DH
At MLC Retail Limited, we are committed to providing exceptional customer service in accordance with UK consumer law, including the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and all other relevant legislation. Whether you shop with us online or in one of our high-street locations, you can expect fair treatment, clear information, reliable support, and a consistently high standard of care.
Our Commitment to You
As a member of the wider Music Learning Collective (MLC) family, MLC Retail operates with the same mission, purpose, vision and values that guide the entire organisation. These values include:
You can learn more about the MLC vision here:
https://www.musiclearningcollective.com/about/
Our approach to customer service is rooted in these principles. Every decision we make—from product support to instrument repairs, from online shopping to in-store experiences—is shaped by our commitment to respectful, ethical, and community-centred practice.
High Standards You Can Expect
Clear and accurate information
We aim to ensure all product descriptions, pricing, delivery information and service details are transparent and up to date.
Fairness and compliance
Your statutory rights will always be upheld. We follow all required procedures relating to returns, repairs, warranties and cancellations.
Responsive support
We strive to respond to all customer enquiries promptly and professionally, whether made online, by telephone, or in person.
Skilled and knowledgeable staff
Our staff receive ongoing training and development to ensure you receive reliable guidance and a positive experience every time you engage with us.
Safe and respectful environment
Our stores are designed to be welcoming, inclusive spaces where customers of all backgrounds and abilities can enjoy music and creativity.
Our Community Purpose
MLC Retail Limited proudly contributes to the social mission of the Music Learning Collective.
A portion of profits generated from donated instruments is donated directly to:
Music Learning Collective CIC
These funds support:
By choosing MLC Retail, you help us create meaningful opportunities for people in our local and wider communities.
Feedback and Continuous Improvement
We actively welcome all feedback—positive or constructive. Your experiences help us improve the services we provide. If you ever feel we have not met our usual high standards, please contact us so we can put things right quickly and fairly.
Contact Us
MLC Retail Limited
106 Carter Lane
Mansfield
England
NG18 3DH
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