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Mifuko Oy & Punonta Ltd.

Grievance Procedure

1. Purpose and Scope

Mifuko Oy and its subsidiary Punonta Ltd. are committed to fair, transparent, and
accessible handling of grievances raised by stakeholders affected by our operations, products, supply chain, and business relationships. This Grievance Procedure describes how stakeholders can raise a grievance, how grievances are handled, and how resolution is facilitated.

This Procedure applies to grievances raised by any stakeholder, including:

•     Workers at Mifuko Oy and Punonta Ltd.

•     Artisan groups and other suppliers in our value chain

•      Customers (retail and wholesale)

•      Community members in artisan regions

•     Business partners and other parties affected by Mifuko’s operations

2. How to Raise a Grievance

Stakeholders can raise a grievance with Mifuko through any of the following channels:

•      Email: shop@mifuko.fi

•     Contact form: via mifuko.com/contact, selecting the relevant category

•     In person: directly to Mifuko’s or Punonta’s management at our offices or during site visits

•     Through a trusted intermediary: e.g.
an artisan group leader, union representative, or community representative, who can raise the grievance on a stakeholder’s behalf

Grievances may be raised in English, Finnish, Swahili, or any other language. Mifuko will arrange translation if needed so that the language does not prevent a grievance from being understood and handled.

3. What Qualifies as a Grievance

Mifuko accepts grievances related to actual or potential adverse impacts connected to its business activities, products, sourcing, supply chain, workplace practices, stakeholder treatment, environmental impacts, or breaches of Mifuko’s policies,
commitments, or applicable laws.

General customer service matters, routine product returns, and ordinary commercial
inquiries are handled through standard customer service channels unless they
raise a broader concern about harm, misconduct, unfair treatment, or a breach
of commitments.

If Mifuko decides that an issue does not qualify as a grievance under this
Procedure, we explain the decision to the person who raised it and, where
appropriate, direct them to another suitable channel.

4. Process and Timelines

Mifuko handles grievances through the following steps:

1 Acknowledgement of receipt

- Within 10 business days

- Grievance lead (Mifuko Oy) — acknowledges receipt to the complainant

2 Initial review and scoping

- Within 20 business days of receipt

- Grievance lead — assesses whether the issue falls within the scope of this Procedure

3. Investigation and handling

- Proportionate to the issue; complainant kept informed of progress

- Grievance lead, supported by relevant functions (e.g. Punonta operations, HR, sales)

4 Resolution and closure

- Communicated to complainant; outcome recorded

- Grievance lead — confirms closure and any corrective action taken

 If the scope of the issue requires more time than these target timelines allow,
Mifuko informs the complainant of the revised timeline and the reason for it.

5. How Resolution is Facilitated

Mifuko seeks to resolve grievances through fair review, fact-finding, dialogue where
appropriate, and corrective actions proportionate to the issue. Depending on
the nature of the grievance, resolution may include:

•    Clarification or explanation of a decision or practice

•    Apology or acknowledgement of harm

•   Correction of an error (e.g. payment, contract, product)

•     Change in practice, policy, or supplier
arrangement

•      Remediation or compensation where appropriate

•     Referral to another suitable process (e.g. external mediation, industry body, legalauthority)

•     Other appropriate action depending on the case

6. Confidentiality and Protection from Retaliation

Mifuko prohibits retaliation against any person whoraises a grievance in good faith
or participates in a grievance process.

To protect those who raise grievances, Mifuko will:

•     Treat grievance information as confidential to the extent reasonably possible

•    Allow complainants to request that their
identity remain confidential if they fear retaliation

•     Inform complainants at the outset about who will need to be involved or informed

•    Seek the complainant’s consent before sharing information with additional parties

•    Share information only with those who need it to review and handle the grievance

•     Maintain confidentiality regarding the outcome of the process, to the extent appropriate

•     Provide enhanced training for those handling grievances to ensure professional and careful treatment of complainants’
information

•    Take any breach of confidentiality or act of retaliation seriously and address it through appropriate disciplinary or
corrective action

7. Communication with the Complainant

Mifuko keeps the person who raised the grievance informed throughout the process. We communicate about:

•     Acknowledgement of receipt and initial timeline

•     Whether the grievance has been accepted under
this Procedure and, if not, the reason

•     Decision-making process and who is handling the grievance

•     Key steps of the investigation, including any extensions to the timeline

•     Resolution, outcome, and any corrective action taken

•     Confirmation that the grievance is considered closed

•    Any other information reasonably useful to the stakeholder

8. Accountability and Record-Keeping

Responsibility for this Procedure is assigned to Minna Impiö and Ruth Kalondu. This
person:

•     Receives grievances and acknowledges them within target timelines

•    Assesses whether issues fall within the scope of the Procedure

•      Maintains a confidential grievance log

•      Coordinates investigation and response

•      Communicates with complainants

•     Reports an annual grievance summary to the highest governing body as part of the PSG 5.1 annual review

9. Review and Updates

This Procedure is reviewed annually by Mifuko Oy’s highest governing body, or more frequently if necessary. Updates are communicated to relevant staff and
published on mifuko.com.

Latest review: 11.5.2026

10. Approval

Role Name Signature / Date

CEO & Co-owner, Mifuko Oy

Minna Impiö

11.5.2026

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