Mannual PQR management

To establish the guidelines for the reception, processing, response, and closure of PQRs (Petitions, Complaints, Claims) submitted by Torii & Ko clients, users, or consumers, ensuring respect for their consumer rights and compliance with current Colombian legislation. This manual aims to ensure clear, timely, respectful, and traceable attention to petitions, complaints, claims, suggestions, warranties, information requests, and other communications related to the purchasing experience.

This manual applies to all requests submitted through Torii & Ko's official customer service channel:

Email: hola@toriiandko.com

It may also apply to requests received through other digital brand channels, provided they are redirected to the official email for proper management and traceability.

Petition: a general request for information, inquiry, or requirement submitted by a client, user, or third party.

Complaint: an expression of nonconformity or dissatisfaction regarding the service received, the service provided, or the shopping experience.

Claim: an expression related to a purchased product, including defects, quality issues, shipping errors, warranty, exchanges, or returns.

Suggestion: a proposal made by a client or user with the aim of improving processes, products, services, customer service, or the shopping experience.

PQR: the set of petitions, complaints, claims, and suggestions submitted by users or consumers.

Torii & Ko's handling of PQRs will be carried out in accordance with current Colombian regulations, including:

• Law 1480 of 2011 — Consumer Statute: guarantees, right of withdrawal when applicable, consumer information, advertising, and handling of claims.
• Law 1581 of 2012 and Decree 1377 of 2013: protection of personal data and data processing.
• Law 1755 of 2015: right of petition and response times.
• Single Circular of the Superintendency of Industry and Commerce — SIC: guidelines for good practices in customer service.

PQR (Petitions, Complaints, Claims) handling at Torii & Ko will be governed by the following principles:

Free of charge: The processing of a PQR will have no cost for the consumer.

Accessibility: The service channel will be visible and easily accessible to users.

Transparency: Clear information will be provided on terms, procedures, and the status of the request.

Timeliness: Responses will be issued within applicable legal deadlines.

Respect: All communication will be handled with cordial, empathetic, and non-discriminatory treatment.

Confidentiality: Personal data will be processed securely, in accordance with Torii & Ko's Privacy and Personal Data Protection Policy.

Traceability: Each request must have internal tracking from its receipt to its closure.

6.1 Receipt

All PQRS must be received through the official email:

hola@toriiandko.com

Once the request is received, it must be internally registered with the following information:

• Date of receipt.
• Client or user name.
• Contact email.
• Order number, if applicable.
• Type of request: petition, complaint, claim, or suggestion.
• Case description.
• Attached evidence, if applicable.
• Status of the request.
• Assigned internal responsible party.

Each case must be assigned a case number or internal identifier to ensure its traceability.

6.2 Acknowledgment of Receipt

Within a maximum of 2 business days from the receipt of the request, Torii & Ko will send the user an acknowledgment of receipt confirming that their request has been received and is being processed.

The acknowledgment of receipt must include, when possible:

• Case number.
• Date of receipt.
• Contact channel.
• Indication that the request will be reviewed.
• Estimated response time according to the type of request.

6.3 Analysis and Response

The responsible team will review the request, verify the information provided, analyze the evidence, and consult with the corresponding internal areas when necessary.

The maximum response times will be:

• Petitions and suggestions: maximum 15 business days, in accordance with Law 1755 of 2015.
• Complaints and claims related to consumption: maximum 15 business days, in accordance with Law 1480 of 2011.
• Inquiries related to personal data: maximum 10 business days, in accordance with Law 1581 of 2012.
• Claims regarding correction, update, or deletion of personal data: maximum 15 business days, in accordance with Law 1581 of 2012.

6.4 Communication of the Response

The response to the user must be sent in writing to the email address from which the request was received or to the email indicated by the data subject.

The response must be:

• Clear.
• Complete.
• Respectful.
• Reasoned.
• Consistent with the request submitted.
• Based on applicable regulations and Torii & Ko policies.

If more time is required to respond, the user must be informed before the legal deadline expires, explaining the reason for the delay and the new estimated deadline.

When applicable, a single extension of up to 5 additional business days may be granted, according to the nature of the request.

6.5 Closure

The case will be considered closed once Torii & Ko has sent a formal response to the user.

For the closure of the case, the following must be internally documented:

• Response date.
• Means of response.
• Content or summary of the response sent.
• Solution provided, if applicable.
• Final status of the case.
• Related evidence or supporting documents.

The traceability of each PQRS must be kept for a minimum period of 2 years, for internal audit purposes, follow-up, or requirements from competent authorities such as the Superintendence of Industry and Commerce.

Torii & Ko users, clients, or customers have the right to:

• Receive a clear and timely response within legal terms.
• Submit petitions, complaints, claims, or suggestions free of charge.
• Request information about products, purchases, payments, shipments, or warranties.
• Demand the effectiveness of the legal warranty when applicable.
• Request exchanges, replacements, or solutions when applicable according to brand policies.
• Exercise the right of withdrawal when legally appropriate.
• Access, update, rectify, or request the deletion of their personal data.
• Turn to the Superintendency of Industry and Commerce — SIC if they believe they did not receive an adequate response or that their consumer rights were violated.

Customer Experience Advisor

Will be responsible for:

• Receiving and logging PQRs.
• Assigning a reference number or internal identifier.
• Sending an acknowledgment of receipt.
• Following up on each case.
• Coordinating with necessary internal departments.
• Preparing and sending responses to the client.
• Closing cases according to the procedure.
• Consolidating periodic PQR reports.
• Ensuring compliance with this manual.

General Management

Will be responsible for:

• Guaranteeing the necessary resources for proper PQR handling.
• Ensuring regulatory compliance.
• Reviewing special or escalated cases.
• Approving corrective actions when appropriate.
• Promoting continuous improvement in the customer experience.

Support Areas

Logistics, production, marketing, administration, or external suppliers shall support PQR management when the case requires it, by providing timely information or solutions.

Torii & Ko will prepare a quarterly report of PQRs received, addressed, and closed.

This report may include:

• Total number of PQRs received.
• Most frequent types of requests.
• Average response time.
• Cases resolved satisfactorily.
• Escalated cases.
• Main causes of complaints or claims.
• Recommendations for improvement.

Based on these reports, Torii & Ko will identify recurring patterns and propose improvement actions in areas such as:

• Product quality.
• Packaging.
• Logistics and deliveries.
• Customer service.
• Commercial communication.
• Information published in the online store.
• Internal purchasing, dispatch, and after-sales processes.

This manual will be available to Torii & Ko collaborators who have contact with clients or participate in customer service, sales, logistics, communication, or after-sales processes.

It may also be published on the Torii & Ko website for the knowledge of clients, users, and consumers.

The brand will strive to make its service channels visible, clear, and accessible to facilitate the submission of PQRs.