The verdict in three sentences
A return policy is not an admission of weakness, it is a conversion argument: made visible, it adds around +10 % conversion because it removes perceived risk. In Senegal it must handle two realities: prepaid mobile payment (easy refund) and cash on delivery (trickier refund). The 2026 golden rule: a return window of 7 to 14 days, refund within 5 days, and return fees clearly assigned from the product page.
COD vs prepaid: two return logics
The payment method changes everything in return handling. Prepaid means the money is already with you: refunding is a simple reversal. In COD, the customer can refuse at the door, and you have already paid for logistics.
| Criterion | Prepaid (Wave/OM) | Cash on delivery |
|---|---|---|
| Cash collected before delivery | Yes | No |
| Ease of refund | High (reversal) | N/A (never paid) |
| Cost of a return | Return shipping ~2,000 FCFA | Round trip 2,000-4,000 FCFA |
| Fashion return rate 2026 | ~15 % | ~20 % |
| Door-refusal risk | Low | 15-30 % |
| Return fees borne by | Negotiable | Often the store |
What your policy must contain
A readable policy fits in a table the customer grasps in 20 seconds. Here is the recommended skeleton for a Senegalese store in 2026.
| Item | 2026 standard | Note |
|---|---|---|
| Return window | 7-14 days | 14 d for fashion, 7 d for food |
| Refund timeframe | Within 5 business days | Via Wave/OM to original number |
| Accepted product condition | New, tagged, packaged | Photo required |
| Return fees | Customer if convenience, store if defect | Show clearly |
| Non-returnable products | Hygiene, custom, perishable | Mandatory legal notice |
| Request channel | WhatsApp + form | Reply within 24 h |
Mini case study
Ibrahim sells clothing online in Thiès, 250 orders/month at 15,000 FCFA. Without a visible policy his conversion is 2.0 %. He publishes a clear policy (14-day return, 5-day refund, shared fees) shown on every product page. His conversion rises to 2.2 % (+10 %), i.e. 25 extra orders/month. Even absorbing 20 % of returns at 3,000 FCFA of fees, the net gain exceeds 300,000 FCFA/month in additional revenue.
FAQ
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What return window should I set in Senegal in 2026?
Between 7 and 14 days depending on the product: 14 days for fashion and accessories, 7 days for food and cosmetics. Too short scares buyers off, too long ties up your cash.
Who pays return fees?
The customer for simple convenience (change of mind), the store for a defect or shipping error. Display this rule on the product page to avoid any dispute.
Is a return policy legally required?
Notices on non-returnable products (hygiene, custom, perishable) and the refund timeframe must appear in your terms. It is both legal protection and a trust signal.
How does a visible policy raise conversion?
It removes the perceived purchase risk: the customer knows they can return. The observed effect is around +10 % conversion when the policy sits on the product page rather than hidden in the footer.
How do I handle returns in cash on delivery?
The risk is not the refund but door refusal (15-30 %). A 20 % mobile money deposit and a WhatsApp confirmation before shipping sharply cut that rate.
Let's talk about your project. We write and embed your return policy into your terms and every product page, tailored to mobile money. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
