We've all been on the end of a less-than-smooth returns process that makes us regret shopping in the first place. So who would have thought returning an unwanted item could bring you genuine joy? Well, that's what happened to US shopper Kelly Blue Kinkel after she attempted to return a coat she had bought from retailer Zulily.

A Facebook post by Kinkel has gone viral explaining what happened when she called the company to return a coat she had purchased, when she realised that it wouldn't work with her dog-friendly home. She explains that she got a response so moving it brought her to tears.

Describing what she calls the "best customer service experience of my life", Kinkel says she was told by a rep from Zulili that she would receive a refund for her coat immediately, but should keep the coat.

Confused, she enquired a second time where to send the coat she received this touching response: "Please don't send it back. If you know someone who needs a winter coat or if you would like to donate it to a charity, that would make us very happy."

"Honest ethics. How refreshing!" The retailer returns policy that moved one woman to tears