Privacy Policy

Last updated: 21 August 2026

Lumina Pharmacy respects your privacy and is committed to protecting your personal information. This policy explains the information we collect, how we use it and your rights.

We process personal information in accordance with the Kenya Data Protection Act, 2019, applicable health laws and professional confidentiality requirements.

1. Information We Collect

We may collect your name, contact details, delivery and billing information, order and payment information, prescriptions and relevant health information.

We may also collect communications sent through our website, email, telephone or WhatsApp, together with account information, purchase history and technical information such as your IP address, browser, device and website activity.

2. How We Use Your Information

We may use your information to process and deliver orders, review prescriptions, provide pharmacy services, confirm medicine availability and contact you about an order, prescription or enquiry.

We may also use it to process payments, refunds and returns, maintain pharmacy and accounting records, improve our website and services, prevent fraud and meet our legal and regulatory obligations.

3. Legal Basis for Processing

Our legal basis for collecting and using personal information depends on the information collected and the reason it is required.

We may process your information where it is necessary to provide a product or service you have requested, where you have given us permission, where it is in our legitimate business interests, where it is necessary to provide pharmacy or healthcare services, or where we are required to do so by law.

4. Prescription and Health Information

Prescription and health information is sensitive and confidential.

It is accessed only by pharmacists and other authorised persons who require it to provide pharmacy services, comply with the law or protect patient safety.

Submitting a prescription does not guarantee that medicine will be supplied. All prescription requests are subject to verification, pharmacist review, availability and applicable law.

We do not use prescription information or medical conditions for targeted marketing.

5. How We Collect Information

We may collect information directly from you, from your authorised representative, parent or guardian, from a prescriber or healthcare professional, through payment, delivery and technology providers, or automatically when you use our website.

If you provide information about another person, you must have their permission or lawful authority to do so.

6. Sharing Your Information

We may share relevant information with authorised Lumina Pharmacy staff and pharmacists, prescribers or healthcare professionals where necessary, payment providers, delivery companies, website and communications providers, professional advisers, insurers and government or regulatory authorities where required by law.

Service providers working on our behalf may use your information only for the service they have been engaged to provide.

We do not sell personal information.

7. Payments and Third-Party Services

Payments may be processed by independent payment providers. Lumina Pharmacy does not normally receive or store complete payment-card details processed by these providers.

Services such as WhatsApp, Shopify, payment providers and delivery companies may process information under their own privacy policies.

8. International Data Transfers

Some service providers may store or process information outside Kenya.

Where personal information is transferred outside Kenya, we will take reasonable steps to ensure that the transfer is permitted and appropriately protected under Kenyan data-protection law.

9. Data Retention

We keep personal information only for as long as necessary to complete an order, provide a pharmacy service, maintain required prescription and dispensing records, meet accounting and regulatory requirements, resolve disputes, prevent fraud or protect our legal interests.

Information that is no longer required will be securely deleted, anonymised or archived as permitted by law.

10. Information Security

We use reasonable administrative, physical and technical measures to protect personal information from unauthorised access, loss, misuse or disclosure.

These measures may include access controls, staff authorisation, confidentiality procedures, secure systems and appropriate security arrangements with service providers.

However, no website or electronic communication method can be guaranteed to be completely secure.

11. Marketing Communications

We may send marketing messages where you have agreed to receive them or where otherwise permitted by law.

You may unsubscribe using the option provided in the message. Unsubscribing from marketing will not stop essential communications about an order, prescription or service request.

12. Cookies

Cookies are small text files placed on your computer, mobile phone or other device when you visit our website. They allow the website to recognise your device and remember certain information about your visit.

We use essential cookies to operate our website, keep it secure, maintain your shopping cart, enable account login and complete checkout. Because these cookies are necessary for the website to function correctly, they cannot normally be disabled through our cookie settings.

We may also use functional cookies to remember your preferences and improve your experience. Analytics cookies help us understand how visitors use our website, which pages are visited and how the website performs. Advertising cookies may be used to measure the effectiveness of advertisements and show content that may be relevant to you.

Some cookies are placed by Lumina Pharmacy, while others may be placed by third-party services such as Shopify, payment providers, analytics providers, advertising platforms and applications used on our website. These third parties may collect information about your browser, device and interaction with the website in accordance with their own privacy policies.

Where required, non-essential cookies will be used only after you have given your consent. You can accept, reject or manage these cookies through the cookie options available on our website. You may change your preferences or withdraw your consent at any time.

You can also control or delete cookies through your browser settings. However, blocking essential cookies may affect important website features, including the shopping cart, account login and checkout.

13. Your Privacy Rights

Subject to Kenyan law, you may have the right to know how your information is used, request access to it, correct inaccurate information, object to or restrict certain uses, request deletion where there is no lawful reason to retain it, request the transfer of certain information and withdraw consent where processing is based on consent.

Some information may need to be retained to meet pharmacy, health, accounting or other legal requirements. We may request proof of identity before processing your request.

14. Children and Authorised Representatives

A parent, guardian or authorised representative may provide information on behalf of another person.

We may request proof of identity or authority before processing a request or disclosing personal information.

15. Contact Us

If you have questions about this policy, wish to exercise your privacy rights or have concerns about how we handle your information, please contact us.

16. Changes to This Policy

We may update this policy when our services, practices or legal obligations change. Any changes will be published on this page together with the updated date.