Basic policy for customer harassment

◼︎Introduction

KiwaseisakujoBased on the management philosophy of "making handmade accessories into culture," we aim to deliver the joy of manufacturing to as many customers as possible.

We will take the opinions and requests we receive from our customers seriously as a valuable opportunity to improve our services. At the same time, we believe that it is our important mission to ensure that the human rights of all employees are respected and that a safe and healthy work environment is both physically and mentally.

We have recently formulated a "Basic Policy on Customer Harassment" to protect our employees from opinions that are not recognized as appropriate, requests and actions that go beyond the scope of social norms, and to build an appropriate relationship of trust with our customers.

◼︎Definition of customer harassment

Based on the "Company Manual for Countermeasures for Customer Harassment" formulated by the Ministry of Health, Labour and Welfare in 2022, the definition is as follows.
Among the complaints and actions from customers, in light of the validity of the request, the means and manner of realizing the request are inappropriate based on social norms, and this hinders the employee's working environment.

◼︎Example of targeted actions

*The following statements are examples and are not limited to these.

• Relentless requests for refunds, returns, compensation, etc. that go beyond our terms and conditions
• Unfair or excessive demand when no negligence or defect is found in our products or services
• Requests for responses to products and services that are not related to our company (sales other companies, via online auctions, etc.)
• Violence, injury, damage to equipment, etc. (beating, kicking, breaking equipment, etc.)
• Abusive language, threatening, intimidating remarks, loud voice, denial of personality, slander, acts that infringe your honor and privacy
• Requests for forced dogeza, dismissal, transfer, etc.
• Sexual harassment (inappropriate contact, sexual behavior, stumbling, ambushing, voyeurism, etc.)
• Calls that interfere with work, long hours of restraint at the store, staying there, and relentlessly repeating similar requests.
• Requests for responses on holidays or outside business hours, requests for visits other than the business location
• Defamation on social media and the Internet, disclosure of employee personal information, images, audio, etc. without permission, recording and filming without consent, etc.
• Acts that damage our company's credibility or interfere with business operations
• Acts that cause trouble to other customers

*Even if the above does not apply, the same may be taken for any acts that are deemed inappropriate under social norms.

◼︎Response to customer harassment

[In-house response]

• We are providing information on customer harassment to our employees.
• We have established a system that allows for prompt reporting and consultations when an incident occurs.

[External response]

• If we confirm that an act falls under customer harassment, we will respond with sincerity to the customer, but as an organization, we will respond resolutely.
• Depending on the situation, we may cancel our response or refuse future visits or use of the service.
• In cases of maliciousness, we will work with specialized agencies such as the police and lawyers to take strict measures, including legal measures.

◼︎Request to customers

In order to continue to create and provide products and services that stimulate our customers' creative motivation, we believe that it is important to respond appropriately in the event of customer harassment, so we ask for your understanding and cooperation.

Wednesday, July 9th, 2025 Co., Ltd. Kiwaseisakujo