Terms and Conditions

Last updated: 21 August 2026

These Terms and Conditions govern your use of the Lumina Pharmacy website, prescription-upload service and online-ordering services.

These Terms and Conditions form an agreement between you and Lumina Pharmacy. In these Terms, “Lumina Pharmacy”, “we”, “us” and “our” refer to the operator of this website. “You” and “your” refer to the person using the website or placing an order. “Patient” means the person for whom a medicine or pharmacy service is intended.

By using this website, submitting a prescription or placing an order, you agree to these Terms and Conditions. Please read them together with our Privacy Policy and Delivery & Return Policy.

Important Pharmacy Notice

Prescription medicines are supplied only after review by a qualified pharmacist. Uploading a prescription does not guarantee that a medicine will be dispensed.

Information on this website does not replace advice from a doctor, pharmacist or other qualified healthcare professional. Do not use this website for a medical emergency. Attend the nearest medical facility or contact the appropriate emergency service.

1. Eligibility

You must be at least 18 years old to place an order.

A parent, legal guardian or authorised caregiver may order for another person. By doing so, they confirm that they have permission or lawful authority to act for that patient, provide the patient’s personal and health information, and receive relevant pharmacist instructions on the patient’s behalf.

We may request identification or evidence of authority where reasonably necessary.

If you order for another person, you confirm that the information and prescription submitted are genuine, the medicine is intended only for the named patient and all relevant pharmacist instructions will be communicated to the patient.

2. Products and Services

Subject to availability and applicable law, our website may offer prescription and non-prescription medicines, vitamins and nutritional supplements, dermatological skincare and personal-care products, mother and baby products, medical devices, diagnostic products, first-aid supplies and other permitted pharmacy and healthcare products.

Product images are provided for presentation and identification. Manufacturers may update packaging without changing the formulation, strength, quantity or intended use of the product.

We will not knowingly substitute a prescription medicine without lawful authority and appropriate pharmacist review.

3. Orders and Acceptance

Adding a product to your cart does not reserve it.

When you submit an order, we may send an acknowledgement confirming that it has been received. This acknowledgement does not mean that the order has been accepted.

Your order is accepted only after we have confirmed availability and price, reviewed any required prescription, confirmed payment or payment arrangements and determined that the product can legally and safely be supplied.

We may contact you for further information before accepting an order.

We may decline, limit or cancel an order where:

• A product is unavailable.
• Product or pricing information contains an error.
• Payment cannot be confirmed.
• A prescription is invalid, incomplete, unclear, altered or expired.
• The requested quantity appears inappropriate.
• Supply may be unsafe or contrary to professional judgement.
• Supply would breach Kenyan law or pharmacy regulations.
• We reasonably suspect fraud, misuse, diversion or unlawful resale.

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

4. Pricing and Payment

Prices are displayed in Kenyan shillings and ordinarily include applicable taxes unless stated otherwise.

Delivery charges and other applicable costs will be displayed at checkout or communicated before the order is confirmed.

We take reasonable care to keep prices accurate. If a material pricing error is identified, we will notify you before processing the affected item. You may accept the corrected price or cancel the item.

Promotional prices apply only for the stated period and while stocks last.

Available payment methods will be shown during checkout or communicated when your order is confirmed. You confirm that you are authorised to use the selected payment method and that the payment information provided is accurate.

Orders requiring advance payment will not be dispatched until payment has been confirmed.

Lumina Pharmacy will never ask for your mobile-money PIN, card PIN, online-banking password or one-time security code.

5. Prescription Requirements

You may submit a prescription through the method provided on our website or through an authorised Lumina Pharmacy communication channel.

The prescription must be issued by a suitably qualified and authorised prescriber, relate to the named patient, be legible, complete and valid, contain the information required under Kenyan law and not have been unlawfully altered, duplicated or reused.

Submitting a prescription is a request for pharmacist review. It does not constitute automatic approval or acceptance of an order.

Before supplying prescription medicine, our pharmacy team may review the prescription and patient details, verify the prescriber, contact the patient, caregiver or prescriber and confirm the medicine, strength, dosage and quantity.

We may also check for apparent interactions, contraindications or duplication, request the original prescription where required, provide medicine counselling or decline to dispense where supply would be unlawful or unsafe.

The pharmacist’s professional and legal obligations take priority over an online order.

6. Prescription Collection and Delivery

The patient, caregiver or authorised adult may be required to provide identification, confirm the patient’s details, receive pharmacist counselling, acknowledge receipt or provide the original prescription where legally required.

Prescription medicines will not knowingly be handed to an unauthorised child or unidentified recipient.

Prescription verification may affect the estimated delivery time. Certain medicines may be subject to additional delivery, identification or collection requirements.

7. Delivery, Cancellations and Returns

Delivery areas, charges and estimated delivery times are provided in our Delivery & Return Policy. Delivery times are estimates and may be affected by prescription verification, product availability, traffic, weather, courier operations or circumstances outside our reasonable control.

If you wish to cancel an order, please contact us as soon as possible. Cancellation may not be possible after an order has been prepared, a prescription has been dispensed or the order has been dispatched.

For patient safety, medicines and certain healthcare products cannot ordinarily be returned after leaving the pharmacy’s control. Information about eligible returns, reporting periods, replacements and refunds is provided in our Delivery & Return Policy.

Nothing in this section limits any consumer right that cannot lawfully be excluded under Kenyan law.

8. Medical Information and Patient Safety

Information on our website is provided for general product and health information. It does not constitute a diagnosis, prescription or personalised treatment recommendation.

Before using a medicine or healthcare product, read the label and accompanying instructions, follow the prescribed dose and pharmacist’s directions, check the expiry date and packaging, and store the product as instructed.

Ask a healthcare professional if you are uncertain. Tell the pharmacist about relevant allergies, medical conditions, pregnancy, breastfeeding and other medicines where appropriate.

Stop using a product and seek appropriate medical advice if you experience a serious or unexpected reaction.

You may also report suspected medicine-quality problems or adverse reactions to Lumina Pharmacy so that we can provide guidance and meet any applicable reporting obligations.

9. Customer Responsibilities

You are responsible for ensuring that all information submitted to us is accurate and complete. This includes patient details, contact information, delivery address, prescription information, known allergies and any other information requested during pharmacist review.

You must use medicines and healthcare products according to the prescription, label, accompanying instructions and advice provided by a qualified healthcare professional.

Lumina Pharmacy is not responsible for loss caused by materially false or incomplete information supplied by a customer, except where the law provides otherwise.

10. Privacy and Account Security

We may process personal and health information to review prescriptions, dispense and supply products, process payments, arrange delivery, contact you about an order, provide pharmacy support, maintain required records, prevent fraud and comply with legal and professional obligations.

Health information is sensitive personal information. It will be processed only where there is an appropriate lawful basis and with suitable safeguards.

Further information about how we collect, use and protect personal information is provided in our Privacy Policy.

If customer accounts are available, you are responsible for keeping your password confidential, preventing unauthorised access to your account, providing accurate registration information and informing us promptly of suspected unauthorised activity.

We may suspend or restrict an account where we reasonably suspect fraud, unlawful activity or a serious breach of these Terms.

11. Acceptable Use

You must not:

• Submit a forged, altered or stolen prescription.
• Impersonate another person.
• Use the website to obtain medicines for misuse or unlawful resale.
• Attempt to bypass pharmacy or prescription controls.
• Introduce viruses or other malicious code.
• Interfere with the website’s security or operation.
• Scrape or reproduce website content without permission.
• Use our services for any unlawful purpose.

We may suspend or restrict access to the website where we reasonably believe these Terms have been breached. Suspected unlawful conduct may be reported to the appropriate authorities.

12. Intellectual Property and Third-Party Services

Lumina Pharmacy’s original website content, design, graphics and branding belong to Lumina Pharmacy or are used with permission.

Manufacturer names, trademarks and product logos belong to their respective owners.

You may access the website for personal, non-commercial purposes. Website content may not be reproduced or commercially distributed without permission.

Our website may use third-party payment providers, couriers, maps, communication services and external links. Third parties may have their own terms and privacy policies.

We are not responsible for services outside our reasonable control, but this does not exclude any responsibility imposed on us by law.

13. Consumer Rights and Our Responsibility

Nothing in these Terms excludes or limits any right or remedy that cannot lawfully be excluded under Kenyan law.

This includes applicable rights concerning goods and services of reasonable quality, accurate product information, protection of health and safety, and remedies for defective or incorrectly supplied products.

Lumina Pharmacy will exercise reasonable care when providing its products and pharmacy services.

To the extent permitted by law, we are not responsible for loss resulting from:

• Use of a product contrary to professional or manufacturer instructions.
• Unauthorised use of a customer’s account.
• Materially inaccurate information provided by a customer.
• Failure to disclose relevant medical information when requested.
• Events outside our reasonable control.
• Independent third-party services outside our control.

Nothing in these Terms limits liability for fraud, gross negligence or any other liability that cannot legally be excluded.

Where these Terms conflict with a mandatory consumer-protection requirement, the mandatory requirement will apply.

14. Website Availability

We aim to keep the website available, secure and accurate, but continuous or error-free access cannot be guaranteed.

We may temporarily suspend or modify the website for maintenance, security, operational or legal reasons.

We may correct errors, inaccuracies or omissions and update product information, availability or prices where reasonably necessary.

15. Complaints

If you have a question or complaint, please contact us through our Contact Us page.

Include your name, order number and a description of the issue. We will try to resolve complaints directly and fairly.

You may also exercise any right to approach an appropriate regulator, consumer authority or court.

16. Changes to These Terms

We may update these Terms where necessary to reflect changes in our services, operations or legal obligations.

The latest version and effective date will be published on this website. A change will not unfairly remove rights already acquired under an accepted order.

17. Governing Law and Disputes

These Terms, the website and orders placed through it are governed by the laws of Kenya.

We encourage you to contact us first so that we can try to resolve any dispute directly.

Unresolved disputes may be referred to an appropriate regulator, an agreed dispute-resolution procedure or a court with jurisdiction in Kenya.

18. General Provisions

If any provision of these Terms is found to be invalid or unenforceable, that provision will be limited or removed only to the extent necessary. The remaining provisions will continue to apply.

These Terms, together with the applicable Privacy Policy, Delivery & Return Policy and order confirmation, form the agreement governing your use of our online services and purchases.

19. Acceptance

By using the website, submitting a prescription or placing an order, you confirm that you have read, understood and accepted these Terms and Conditions.