Bad heat pack conditions and no feedback

I bought a heat pack for neck and shoulder on 17th May. When I arrived at home the heat pack was already crystalized, so I put it in boiling water for 10 min. After removing it from the water I realized that the pack had a little hole on the side where the gel is leaking. I tried to send emails to CLICK ME AFRICA but they don't answer. There is no number where I can call. I just want to change this bad heat back to a new one without damages.