Delivery & Return Policy

Last updated: 21 August 2026

Lumina Pharmacy is committed to delivering your pharmacy and healthcare products safely and efficiently. This policy explains our delivery, cancellation, return and refund procedures.

1. Delivery Coverage, Charges and Timelines

We deliver throughout Kenya. Customers may also choose to collect their orders from Lumina Pharmacy. We do not currently offer international delivery.

Orders within Nairobi are delivered on the same day, subject to product availability and prescription verification where applicable.

Delivery times outside Nairobi vary depending on the destination and courier service. The estimated delivery time will be displayed at checkout or communicated when your order is confirmed.

Delivery charges are calculated based on your location and displayed at checkout.

Delivery times are estimates and are not guaranteed. Delays may occur because of traffic, weather, high order volumes, prescription verification, courier operations or circumstances outside our reasonable control. We will make reasonable efforts to notify you of any significant delay.

After placing an order, you will receive confirmation through the website, telephone, SMS, email or WhatsApp. Receiving an acknowledgement does not mean that the order has been accepted. Your order is confirmed only after we have verified product availability, price, payment arrangements and any required prescription.

Please provide a complete and accurate delivery address and a working telephone number. Our delivery representative or courier may contact you to confirm your location. Deliveries outside Nairobi may be completed through an independent courier, and tracking information may be provided where available.

If delivery cannot be completed because the recipient is unavailable, the address is incorrect or we cannot contact you, the order may be returned to the pharmacy. A redelivery charge may apply.

2. Prescription Deliveries

Prescription orders are subject to verification and review by a qualified pharmacist. Uploading a prescription does not guarantee that a medicine will be supplied, and prescription verification may affect the estimated delivery time.

The patient or authorised recipient may be required to provide identification, receive pharmacist counselling or present the original prescription where required.

Certain prescription medicines may need to be received by the named patient or an authorised representative. Where a medicine has left the pharmacy’s controlled supply chain, we may be unable to redeliver it if its safety, integrity or storage conditions cannot be confirmed.

3. Return Eligibility and Conditions

Please check that your order is complete, correct and in good condition when it is delivered. If a product is damaged, defective, expired, missing or different from what you ordered, please contact us within 48 hours of delivery.

A return may be accepted where the product:

• Is defective or damaged.
• Is different from what was ordered.
• Was supplied in error.
• Was expired when supplied.
• Is materially different from its website description.

To qualify for a return, the product must ordinarily be unused, unopened and in its original packaging, with all seals and labels intact. You must provide the receipt or another acceptable proof of purchase. We may also request photographs of the product and packaging.

For patient safety, hygiene and quality-control reasons, we cannot ordinarily accept returns of:

• Prescription medicines or other medicines that have left the pharmacy’s control.
• Opened, used or unsealed products.
• Refrigerated or temperature-sensitive products.
• Test kits, test strips and diagnostic products.
• Needles, syringes, surgical blades and sterile products.
• Personal-care, intimate-care and hygiene products.
• Products damaged through misuse or improper storage.
• Products returned because the customer changed their mind or ordered the wrong item.

These restrictions do not apply where a product was defective, damaged, expired, incorrectly supplied or must be accepted under applicable law.

If Lumina Pharmacy supplied the wrong prescription medicine or the medicine was defective, damaged or expired, stop using it and contact us immediately. Do not dispose of the medicine unless instructed to do so.

4. Replacements and Refunds

To request a return, please contact us within 48 hours of receiving your order. Provide your name, order number, the product concerned, the reason for the request and photographs where appropriate.

Do not return a product before receiving instructions from Lumina Pharmacy.

Returned products will be inspected before a replacement or refund is approved. If the return meets the requirements of this policy, we may provide a replacement, exchange or refund depending on the circumstances and product availability.

Approved refunds will normally be made through the original payment method or another agreed method. Processing times may depend on your bank, mobile-money provider or payment processor.

Delivery charges are non-refundable unless the product was defective, damaged, expired or incorrectly supplied. Where a return is caused by our error, Lumina Pharmacy will cover the reasonable return or collection cost.

5. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Cancellation may be possible before the order has been prepared or dispatched. It may not be possible after a prescription has been dispensed, a patient-specific item has been prepared, a special-order product has been obtained or the order has been dispatched.

If an eligible cancelled order has already been paid for, the appropriate amount will be refunded.