They do safe they only last a certain number of years 2 or 3 I think. I'd get intouch - they might replace it if it's less than that
I would contact Snugglesafe Jack and see what they have to say.
I'll pop one in their hutch for them if it gets chilly at night so they will still feel like they are at home
Jack,tell them it took you a while to save up for one,bet they send you 10 free and you can sell them to us on here
Jack did you complain?