FAQ

 

Hello, Here are some of the most frequently asked question. If you can find the answer you are looking for, feel free to email us at hello@abadface.com and we will get back to you. 

Q: What is the Algae Eye Serum? 

A: A lightweight, fragrance-free, water-based eye serum that hydrates and smooths the look of fine lines using kelp extract, hyaluronic acid, and peptides. Size: 15 ml (0.5 fl oz). Launching December 1, 2025.

Q: Who is it for? 

A: All skin types, with a focus on skin 40+. It also works on expression areas like laugh lines.

Q: When and how do I use it? 

A: Apply morning and evening after cleansing. Use a rice-grain amount per eye around the orbital bone; allow it to dry before eye moisturizer or face cream. In the morning, follow with sunscreen.

Q: How soon will I see results? 

A: Hydration and a refreshed look may be noticed within days; smoother-looking fine lines typically appear within weeks of consistent use.

Q: What does Macrocystis Pyrifera (Kelp) Extract do? 

A: It provides minerals, sugars, and amino acids that support surface hydration and comfort, helping the eye area look refreshed.

Q: What is Acetyl Hexapeptide-8 (Argireline) and what does it do? 

A: It’s a well-studied peptide (Argireline is a registered trademark) that helps soften the appearance of expression lines with consistent use.

Q: What is Pentapeptide-18? 

A: A complementary peptide that also targets the look of expression-related lines, helping the eye contour appear smoother over time.

Q: What does Sodium Hyaluronate (Hyaluronic Acid) do? 

A: It binds water to the skin for immediate and sustained hydration, improving the look of fine lines due to dryness.

Q: Why are Glycerin and Butylene Glycol included? 

A: They are humectants/solvents that attract moisture, improve glide, and help evenly distribute ingredients.

Q: What is the role of Phenoxyethanol and Ethylhexylglycerin? 

A: They provide a globally accepted preservative system to keep the formula safe from microbial growth, used within regulatory limits.

Q: Is the product fragrance-free and essential-oil free? 

A: Yes. No added fragrance or essential oils.

Q: Is it oil-free, and will it clog pores? 

A: It’s a lightweight, water-based serum without heavy oils and is unlikely to clog pores.

Q: Is the kelp sustainably sourced?

A: Ingredients are ethically sourced; suppliers are vetted for responsible sourcing practices.

Q: Does kelp mean there’s iodine—should I be concerned? 

A: Seaweed can contain trace minerals, including iodine, but topical amounts in this eye serum are minimal. If you’re sensitive to seaweed, avoid use and consult your healthcare provider.

Q: Is it suitable for sensitive skin? 

A: Yes, it’s gentle and fragrance-free, but we recommend patch testing.

Q: Can I use it with retinoids, vitamin C, acids, or niacinamide? 

A: Yes. The peptides and humectants are generally compatible. Apply after cleansing and before richer creams; introduce potent actives gradually.

Q: Can teens or pregnant/breastfeeding individuals use it? 

A: It contains no retinoids or exfoliating acids. Peptides and hyaluronic acid are generally considered suitable, but consult a healthcare provider for personal guidance.

Q: What should I do if I experience irritation? 

A: Stop use, rinse with water, apply a bland moisturizer, and consult a healthcare professional if it persists. Avoid using on broken skin.

Q: How do I patch test? 

A: Apply a small amount to the inner forearm or behind the ear once daily for 3 days. If there’s no redness or discomfort, proceed to use around the eyes.

Q: Where does it go in my routine? 

A: Cleanser → Algae Eye Serum → Eye/face moisturizer → Sunscreen (AM).

Q: Can I apply makeup over it? 

A: Yes. Let the serum fully absorb before eye cream and makeup to minimize pilling.

Q: Can I use it on laugh lines or the forehead? 

A: Yes. It can be applied to expression areas like smile lines and the forehead.

Q: How much should I use? 

A: About a rice-grain amount per eye area.

Q: Who makes your products and where? 

A: Founded by Carl Abad. Formulated and manufactured in Calgary, Alberta, Canada by Atomic Pom Labs.

Q: Are you a science-led brand? 

A: Yes. We use evidence-based ingredients and make realistic, fact-based claims.

Q: Do you test on animals or use animal-derived ingredients? 

A: We avoid claims we can’t verify publicly. Contact us for current documentation on animal testing policies and any animal-derived materials.

Q: What about parabens, phthalates, or drying alcohols?

A: The formula is free of parabens and drying denatured alcohols. It uses phenoxyethanol and ethylhexylglycerin as the preservative system.

Q: What is the product’s pH and shelf life? 

A: Please refer to the carton/label for the pH and the PAO (period-after-opening) symbol. Store at room temperature away from heat and sunlight.

Q: When does it launch, and where can I buy it? 

A: December 1, 2025. Primarily online, with select retail/salon locations in Calgary.

Q: What size is the bottle? 

A: 15 ml (0.5 fl oz).

Q: Is it recyclable? 

A: Check the packaging for local recycling guidance. We are continually evaluating more sustainable options.

Q: Can you translate the INCI into plain language? 

A: Yes.

• Aqua (Water): The formula base.

• Glycerin: A Hydration booster that attracts water.

• Macrocystis Pyrifera (Kelp) Extract: Mineral- and sugar-rich seaweed for surface hydration and comfort.

• Butylene Glycol: Humectant/solvent that enhances glide and helps distribute ingredients.

• Acetyl Hexapeptide-8: Peptide (Argireline) that helps soften the look of expression lines.

• Pentapeptide-18: A Peptide that complements Acetyl Hexapeptide-8 for smoothing the look of lines.

• Sodium Hyaluronate: Hyaluronic acid salt that draws moisture to the skin’s surface.

• Phenoxyethanol: Preservative used within global regulatory limits.

• Ethylhexylglycerin: Preservation booster and skin-conditioning agent.

 

FAQ for Returns. 

For full details of our return policy, chick here

Q: Who does this Return Policy apply to? 

A: It applies only to items purchased directly from abadface.com. If you bought from an authorized retailer, you must follow that retailer’s return policy. This limitation does not affect any non-waivable rights you may have under applicable consumer protection laws.

 

Q: How long do I have to request a return?

A: You must contact us within 30 days from the date the carrier shows your order as delivered. This 30‑day window is a store policy; it operates alongside any statutory rights you may have under provincial, territorial, state, or federal consumer laws.

 

Q: What condition do products need to be in for a return?

A: Products must be at least 75% full and, when possible, include all original packaging components (outer carton, inserts, and any gifts with purchase). We cannot accept items that are heavily used, contaminated, tampered with, or damaged due to misuse or improper storage.

 

Q: Which items are non-returnable?

A: Items marked “Final Sale,” limited editions identified as non‑returnable at purchase, free samples, and trial-size/mini products are not eligible. Gift cards are nonrefundable and cannot be redeemed for cash except where required by law.

 

Q: Are sets or bundles returnable?

A: Yes, but the full set must be returned. We don’t issue partial refunds for individual pieces from a bundle.

 

Q: How do I start a return?

A: Use our return portal [insert link] or email hello@abadface.com within 30 days of delivery with your order number, the items you wish to return, and your reason. Wait for return authorization (RMA) and instructions before shipping anything back.

 

Q: What happens if I send a return without authorization or to the wrong address?

A: Unauthorized or misdirected returns may be refused and will not be eligible for a refund. We can’t process returns we can’t link to a valid order number.

 

Q: Who pays for return shipping?

A: If we made an error or the item is confirmed damaged/defective/incorrect, we cover return shipping (often via a prepaid label). For all other returns, you’re responsible for return shipping costs. Keep tracking and proof of postage; items remain your responsibility until delivered to our designated Canadian return address.

 

Q: Are original shipping fees refundable?

A: Original shipping fees are nonrefundable unless required by applicable law. Some jurisdictions require shipping to be refunded if the item was defective, not as described, or if the merchant failed to meet statutory obligations.

 

Q: How long will my refund take and how is it issued?

A: We aim to process refunds within 5–12 business days after your return is delivered to our facility. Your bank or card issuer may take additional time to post the credit. Refunds go to the original form of payment only; we can’t refund to a different card or in cash.

 

Q: What if my order included a gift with purchase?

A: If you keep the promotional gift but return the qualifying item(s), we may deduct the value of the gift from your refund, consistent with the offer terms and applicable law.

 

Q: What if my package is damaged, defective, or the wrong item arrives?

A: Email hello@abadface.com within 7 days of delivery with your order number, clear photos, and a brief description. Once verified, we’ll provide a prepaid label and a replacement at no cost, or a refund if you prefer and inventory allows.

 

Q: What if I experience a reaction or sensitivity?

A: Stop use immediately and contact us within 14 days of delivery with your order number, product name, a brief description of the reaction, and photos if available. We’ll work with you under this policy to find an appropriate resolution. This does not limit any statutory rights you may have.

 

Q: Do you offer exchanges or store credit?

A: Not at this time. Return eligible items for a refund, then place a new order for the product you want.

 

Q: How are gifts handled?

A: Refunds can only be issued to the original payment method used on abadface.com. If you received an AbadFace gift, contact us and we’ll do our best to assist within the limits of this policy and applicable law, but alternatives aren’t guaranteed.

 

Q: What if I refuse delivery or my order is undeliverable or returned due to an incorrect address?

A: We’ll refund the product price when it returns to our Canadian facility, less the original shipping and any return shipping/handling/carrier fees we incur, except where prohibited by law.

 

Q: I’m in the United States. How are duties and taxes handled on returns?

A: Duties and import taxes collected by carriers or customs are not refundable by AbadFace Skincare. You may be able to request a refund from the carrier or the relevant customs authority. Cross‑border returns must be authorized and shipped Delivered Duty Paid (DDP) to our Canadian return address to avoid refusal.

 

Q: Can you limit or refuse my returns?

A: We monitor for excessive, abusive, or fraudulent return activity and may limit or refuse returns, suspend accounts, or decline orders where reasonably suspected. If you believe a decision was made in error, email hello@abadface.com for review. Any action will be consistent with applicable law.

 

Q: How do chargebacks affect returns?

A: If a chargeback is initiated while a return is in process, we may pause the refund until the chargeback is resolved to avoid duplicate credits.

 

Q: Does this policy affect my legal rights in Canada?

A: No. Nothing here limits your non-waivable rights. In Canada, consumer protection laws (provincial/territorial and federal) provide mandatory protections. For example:

• Legal warranties: In Quebec, the Consumer Protection Act and Civil Code provide a legal warranty that goods are fit for purpose, durable for a reasonable time, and as described. Similar implied warranties exist across provinces under Sale of Goods legislation. These rights exist regardless of our policy.
• Remedies for defective goods: If an item is defective or not as described, you may be entitled to repair, replacement, or refund under consumer law. Our policy operates in addition to those rights.

 

Q: Does this policy affect my legal rights in the U.S.?

A: No. U.S. federal and state laws may provide protections, including against deceptive practices and for defective products. Some states require cash redemption of small remaining gift card balances; where such laws apply, we will comply. Otherwise, our stated gift card policy applies.

 

Q: Can gift cards be redeemed for cash?

A: Generally no, except where required by law. In some U.S. states, small remaining balances must be redeemable for cash. In Canada, provinces regulate fees/expiry but typically do not mandate cash redemption for remaining balances. We comply with applicable laws in the purchaser’s/recipient’s jurisdiction.

 

Q: What if the law in my province, territory, or state conflicts with this policy?

A: The law governs. If consumer protection legislation requires a different outcome, we’ll follow the law over any conflicting store term.

 

Q: Will you update this Return Policy?

A: Yes. We may update it at any time, consistent with applicable law. Material changes will be posted on the policy page with a new effective date.

 

Q: What’s the fastest way to get help?

A: Email hello@abadface.com with your order number, full name, shipping address, the items in question, and a brief description. Keep your order confirmation and packaging until you’re sure you’ll keep your items, and photograph any damage on delivery to streamline resolution.